Job Description

UP Professional and Support

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DEPARTMENT OF ENROLMENT AND STUDENT ADMINISTRATION


USER SUPPORT CONSULTANT


PEROMNES POST LEVEL 9

In pursuit of the ideals of excellence and diversity, the University of Pretoria wishes to invite applications for the following vacancy.

The University of Pretoria's commitment to quality makes us one of the top research Universities in the country and gives us a competitive advantage in international science and technology development.



JOB PURPOSE:


To deliver comprehensive assistance to all university clients, ensuring service excellence. This entails addressing client queries and technical issues pertaining to university systems, guiding them through processes such as registration and enrolment, and issuing documents, access cards, and parking discs in accordance with established policies. Additionally, attending to administrative duties and providing support for projects within the User Support Division.



RESPONSIBILITIES:


The successful candidate's responsibilities will include, but are not limited to:

Systems services support: + Attend to inquiries from end users via phone, email, and in-person channels, providing guidance and assistance on university systems while ensuring compliance with University and Information Technology Services (ITS) policies;
+ Identify system risks, bugs, and issues, and ensure that unresolved issues are escalated following business rules. Monitor escalated matters to ensure timely resolution;
+ Guide users, including parents and applicants, through all aspects of the online application process;
+ Advise on admission requirements and policies to ensure a positive experience, and increase the realisation rate of admitted students who ultimately register with our institution;
+ Provide guidance to students throughout the registration process. Assist students in understanding their subject choices and how to use the yearbooks to make informed decisions;



Client service: + Attend to client queries via written, telephonic, and in-person channels;
+ Attend to client queries in line with policies and procedures;
+ Maintain turnaround times as prescribed;
+ Document client interactions, inquiries, and resolutions accurately in the appropriate database or Customer Relationship Management (CRM) system;



Access control: + Access control queries:
- Provide comprehensive support and assistance to clients regarding access control, parking, and related queries, through written, telephonic, and in-person channels;
- Ensure adherence to university policies, procedures, and regulations governing access to university premises and parking;
- Provide guidance on access control policies, parking regulations, and campus navigation to internal and external stakeholders accessing campus;
- Provide access to campus to the relevant stakeholders in line with policies and procedures;
+ Access cards:
- Maintain and clean card issuing equipment, troubleshoot technical issues, and escalate unresolved problems;
- Issue access cards to eligible individuals in accordance with the university's Access Control Policy, protocols and procedures;
- Report issues with the Access Control System and the readers at gates, doors, and buildings to the relevant department;
- Record escalated issues and follow up to ensure timely resolution;
- Liaise with HR on appointments for personnel not yet captured in the HR system, hindering card issuance. Ensure resolution and card issuance upon completion;
+ Parking discs:
- Issue parking discs to eligible individuals by the university's Access Control Policy, protocols and procedures;
- Report any parking-related issues to the relevant department. Record escalated issues and follow up to ensure resolution;
- Assist in special parking requests for clients without UP Portal access. Follow up on request status with Security Services and inform the client upon processing;
- Maintain adequate inventory of parking discs and parking disc holders, informing the operations manager of low stock levels;



General enquiries: + Address queries concerning university-related matters, and demonstrate knowledge and understanding of student related topics and their associated policies and business rules;
+ Issue official university documents to clients in accordance with policies, business rules, and relevant legislation, such as the Protection of Personal Information Act;
+ Ensure that students have completed an enrolment contract, and provide students with feedback for incomplete contracts;
+ Receive, validate and process enrolment contracts;



Foyer hosting: + Provide clients with assistance with general inquiries and issues with a ticket;
+ Direct clients and help at the self-service kiosks where applicable;
+ Attend to guests following university protocols;



Administration and projects: + Complete administrative duties in line with policies, procedures and protocols;
+ Provide support for project planning, coordination, and implementation;
+ Assist with the training and supervision of temporary staff and interns within the unit.



MINIMUM REQUIREMENTS:

A relevant three-year National Diploma, with Three years' experience in: + A client service environment and attending to enquiries;
+ Administrative experience in an environment such as a tertiary institution;
+ Computer skills in the use of Windows, MS Word, Excel, email and web applications;


OR

Gr 12, with Five years' experience in: + A client service environment and attending to enquiries;
+ Administrative experience in an environment such as a tertiary institution;
+ Computer skills in the use of Windows, MS Word, Excel, email and web applications.



REQUIRED COMPETENCIES (SKILLS, KNOWLEDGE AND BEHAVIOURAL ATTRIBUTES):

Knowledge: + Admission policy and procedure;
+ Academic regulations;
+ Registration procedure;
+ Student accounts;
+ Bursaries and loans;
+ Accommodation;
+ Knowledge and adherence to UP policies and regulations;
+ Online study application system;
+ Online finance application system;
+ Online registration student system;
+ Online parking system;
+ Knowledge and use of all relevant systems;
+ Photographic equipment for taking of photos during issuing of access control cards;
Technical competencies: + Computer skills in the use of Windows, MS Word, Excel, email and web applications;
+ Typing skills;
Behavioural competencies: + Ability to:
- Deal with high stress situations calmly and effectively;
- Actively participate as a member of a team to move toward the completion of goals;
- Identify problems, determine possible solutions, and actively work to resolve the issues;
- Deal with others in difficult and complex situations to achieve resolution or adherence to laws and/or regulations;
- Use appropriate interpersonal skills and methods to reduce tension and resolve conflict;
- Develop and maintain strong relationships with clients (those who buy goods and services, and for whom formal professional services are rendered) or customers (those who consume goods and services) by listening to the client/customer and understanding and responding to identified needs;
- Present information to individuals or groups; deliver presentations suited to the characteristics and needs of the audience;
- Convey information clearly and concisely to groups or individuals either verbally or in writing to ensure that they understand the information and the message;
- Listen and respond appropriately to others;
- Understand the impact and implications of decisions on the community and other departments;
- Accomplishes tasks and processes accurately and completely;
- Identify issues, obtain relevant information, relate and compare data from different sources, and identify alternative solutions;
+ Possess the initiative and drive to set and achieve goals independently.



ADDED ADVANTAGES AND PREFERENCES:

Relevant Bachelor / BTech degree; Three to five years' customer service experience at a tertiary institution.


PLEASE NOTE: All shortlisted candidates may be required to participate in relevant skills assessments as part of the selection process.



The annual remuneration package will be commensurate with the incumbent's level of appointment, as determined by UP policy guidelines. UP subscribes to the BESTMED and UMVUZO medical aid schemes and contributes 50% of the applicable monthly premium.



Applicants are requested to apply online at www.up.ac.za


In applying for this post, please attach:

A comprehensive CV; Certified copies of qualifications; Names, e-mail addresses and telephone details of three referees whom we have permission to contact.


CLOSING DATE: 25 July 2025


No application will be considered after the closing date, or if it does not comply with at least the minimum requirements.



ENQUIRIES: Mr Z Gqabi, zolani.gqabi@up.ac.za for application-related enquiries, and Ms N Zulu, nokulunga.zulu@up.ac.za for enquiries relating to the post content.



Should you not hear from the University of Pretoria by 30 September 2025, please accept that your application has been unsuccessful.

The University of Pretoria is committed to equality, employment equity and diversity.

In accordance with the Employment Equity Plan of the University and its Employment Equity goals and targets, preference will be given, to candidates from under-represented designated groups.

All candidates who comply with the requirements for appointment are invited to apply.

By applying for this vacancy, the candidates consent to undergo verification of personal credentials and related information including, but not limited to, qualifications, criminal record, credit record, current and historic disciplinary proceedings as part of the selection process.

The University of Pretoria reserves the right to not fill the advertised positions.