Job Openings at IIE MSA and IIE Varsity College

Duties and Responsibilities:

Infrastructure Support  

• Conducts daily checks on the IT infrastructure (LAN, WLAN, WAN, etc.) to monitor up time requirements and ensure that systems are running optimally.
• Installs new servers when required. required.
• Co-ordinates the deployment of hardware, systems and infrastructure within the campus.
• Ensures that the necessary security protocols and maintenance procedures for the campus are followed and executed timeously which includes, but is not limited to software patching/updates, BitLocker compliance, Antimalware compliance, SCOM alerts, device imagine, and SCCM compliance.
• Interacts and liaises with vendors or service providers for support and troubleshooting, where necessary.
• Monitors ICT security systems and does periodic tests and checks to ensure that everything is in order

Service Delivery Escalations

• Diagnoses and troubleshoots hardware and software issues that are escalated from ICT Supports and compiles and uploads KB articles for future reference.
• Attends to, defines, documents, and hands back to the ICT Supports any escalated ICT Support request that is not on the Catalogue of Services. 
• Administers and maintains software, as per the agreed software list.
• Oversees the campus' ICT Service Desk to ensure calls are correctly allocated and timeously addressed.

Staff Supervision

• Ensures that the campus has the necessary ICT support during operational hours.
• Co-ordinates and oversees campus ICT Support staff activities and engages in short to medium term tactical planning.
• Provides input into the ICT Supports' interview and hiring process, leave requests, appraisals and KPA setting.
• Provides mentorship to ICT Supports.
• Develops succession plan for ICT Supports.

Competencies Required:

• Good interpersonal skills
• Computer literacy and systems administration
• Time management and organisational skills
• Initiative and problem solving prowess                            
• Strong communication skills
• Ability to cope in a pressured environment         

Minimum Qualification Requirements:

• Minimum of a Higher Certificate / Occupational Certificate Level 5 (NQF Level 5) in A+/N+ /MCSE / MCTIP.
• Advanced Certificate / Diploma / Occupational Certificate Level 6 (NQF Level 6) in  A+/N+ /MCSE / MCTIP, advantageous.
• ITIL Foundation Certified, advantageous.         

Minimum Work Experience Requirements:

• Minimum of 2 - 3 years ICT Support/Service Desk agent

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Duties and Responsibilities:  

Collections/Handover                                                                                                 

• Collections on outstanding accounts as per assigned aging. 
• Following protocol in line with Standard Operating Procedures when dealing with different aging buckets.                                                                                                 
• Receiving inbound calls/ ensuring outbound quality call quota is reached daily/weekly/monthly.  
• Meeting monthly collection targets and reducing portfolio risk.                
• Ensure that all payment plans are adhered to.                               
• Escalation and assistance of account related queries (Billing/statements/Payments).   
• Ensure all debit order returns are dealt with immediately and account payers are contacted to settle arrears and informed of rejection fee. First priority is to re-activate rejected debit order.
• Ensure follow-ups are done on PTP's (Promise to pay) made on specific dates.
• Manage holds on all accounts (current to be removed/arrears to be added).
• Ensure suspensions/Handover list are sent to CSCC/NSCC first to be checked before sign-off. Prepare handover pack in accordance with check-list and send to CSCC/NSCC for approval and upload.
• E-mails/Letters on overdue accounts must be sent at the appropriate time and in accordance with aging bucket.
• Detailed notes to be inserted on Excalibur for each account monthly as per assigned Age. Relevant contact information and debit order details if applicable must be confirmed and updated.                                                                                                 

Administrations/Customer Service                                                                                                     

• Prepare documents for adjustments/refunds/transfers/Bursaries/ payment plan changes for approval by Campus Senior Credit Controller/Natinal Senior Credit Controller and action once approved.
• Accurate processing of unallocated payments.                                             
• Work closely with the admissions team by preparing pro rata calculations on cancellations. 
• Credit balance investigations and updating status/notes on portal.        
• Assisting with administration functions as and when required.                        
• Handle account payer/student queries or compliants and provide appropriate solutions and alternatives. 
• Assisting and dealing with queries via FreshDesk (VC Assist) and walk-ins.
• Build sustainable relationships with internal and external stakeholders through open and interactive communication in-order to resolve outstanding account queries.
• Handle account payer/student queries or compliants and provide appropriate solutions and alternatives. 

Quality Management & Reporting                                                                                                       

• This will include the evaluation of all other KPA (Key Performance Area).
• Items such as quality of work, deadlines met, and query handling will be checked.
• Quality of e-mails, calls and letters sent will also be evaluated.                      
• Quality of notes and information saved in Excalibur. 
• Reports and documents prepared and sent to CSCC/NSCC.    

Competencies required:                                                                                                         

• Knowledge of Full Function Credit Control. 
• Knowledge of Accounts Receivables/Debit Orders /Bank Statements.           
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external departments.
• Good Interpersonal skills/Customer Service driven.                                 
• Analytical and Problem solving skills.                                                     
• Sound numerical skills.                                                                                                  
• Best suited to a friendly, organised person who works accurately and is able to handle pressure.
• Honest, trustworthy and ethical.                                                                                                 
• Time management skills.
• Ability to produce basic reports using Microsoft Office.

Minimum Qualification Requirements:

• Minimum of Matric, Credit Management / Bookkeeping /Financial qualification advantageous.

Minimum Work Experience Requirements:

• Minimum of 2 years credit control experience.

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Duties and Responsibilities:

Student Registration and Academic Progression Counselling

• Facilitates consultations with students in cases where a change is required to their current registration contract, e.g. this could be for students who wish to change within a semester, between semesters or between years of study.
• Works with the Admission Centre to understand different curriculum scenarios (e.g. phase-in and phase-out etc.) to ensure that the student is advised correctly.
• Supports the Senior Customer Relations Officer, Campus Deputy Head and/or Head: Academic Operations and/or Deputy Head: Academic Operations in co-ordinating the Retention Project on campus.      

Active Student Engagement and Support                                       

• Delivers the academic orientation programme for new and returning students by means of programme information presentations, an overview of pertinent academic policies and an outline of the academic year etc. 
• Manages the dissemination of student related policies (new and updates)
• Attends informal meet-and-greet sessions with students.            
• Facilitates Programme Information Sessions by addressing students in class with a view to explain and induct the students on the relevant policies and procedures that govern student life on campus.
• Facilitates follow-up Programme Information Sessions by way of email broadcasts that occur throughout the year and that drip feed policy and procedure related information to the students as is deemed necessary by the Academic Operations department.
• Conducts periodical class visits to canvas student concerns and share relevant information.
• Provides assignment submission support with regards to the correct anti-plagiarism tool applicable to the respective programme. 

Student Query Resolution

• Resolves student queries via the appropriate channel/s within a committed time frame in line with the agreed Service Level Agreement for the Customer Relations Centre and escalates queries to the Senior Customer Relations Officer where appropriate.
• Captures details of all student contact made by the Customer Relations Centre on the academic system.
• Provides various letters/documents that are generated from the academic system on request by students.
• Assists with unresolved queries from The Students HUB and escalates queries to the Senior Customer Relations Officer where quires require further attention.
• Assists with the roll out of all relevant customer related surveys.

Cross Departmental Query Resolution 

• Liaises with various departments on campus to stay up-to-date with any relevant changes or developments in those departments in order to enable the smooth processing of student queries.

Team Support, General & System Administration

• Responsible for ensuring all students notes are captured in the academic System. 
• Maintains a good knowledge of products and policies in order to ensure that students are advised correctly. 
• Identifies and flags student query trends and escalates these identifies trends to the Senior Customer Officer where required.
• Supports other member of other Customer Relations Centre team to ensure and drive the efficient resolution of student queries.
• Complies with The Protection of the Personal Information Act (POPIA) legislation relevant to the Customer Relations Centre.
• Supports and collaborates with other members of the Academic Operations team to ensure the efficient running of the Academic Operations department as a whole. 

Competencies Required:

• Advanced Interpersonal and communication skills
• Computer proficiency
• Planning & time management skills
• Results driven and able to handle pressure
• Professionalism
• Empathy
• Customer service driven/focused
• Advanced administrative and organisational skills

Minimum Education Requirements:

• Minimum of a National Diploma/Advanced Certificate (NQF Level 6). Advanced Diploma or Degree (NQF Level 7) advantageous.

Minimum Work Experience Required:

• Minimum of 2 years administrative and customer service experience, and 1 year of operational management/ project management experience.      

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Duties and Responsibilities:

Desktop Support

• Answers, evaluates and prioritises logged requests for assistance from users requiring assistance with catalogue of services requests
• Logs and tracks calls using the incident and problem management database provided through the service desk
• Handles problem recognition (catalogue of services), isolation, resolution and follows on routine user incidents, and refers the undefined tasks (those not on the catalogue of services) to the campus Senior Support for resolution and further definition.
• Provide IT support to Staff, Students and Lecturers. 

Software and Hardware Installations and Support for Software and Hardware Installations

• Installs desktop and laptop computers for use on campus with the relevant authorised software and completes the relevant documentation
• Installs hardware and peripheral components such as monitors, keyboards, printers and disk drives 
• Assists with set up and support for venues on campus or for training use
• Conducts regular and periodic testing of ICT testing equipment in campus venues to ensure operability, including but not limited to:

        PCs
        Audio visual equipment
        Access point 
        Office automation
        and fixes any issues identified  

Information Technology Administrative Functions

• Liaises with service provides on information technology equipment and maintenance thereof
• Administers and maintains the ICT asset register and equipment tracker and completes necessary finance documents e.g. disposals
• Administers and maintains software, as per the agreed software list
• Maintains the information technology storeroom, server room and office by keeping it neat and tidy and free of any health and safety risks
• Trains and orientates staff on the use of hardware and software
• Complies with the requirements of The Protection of the Personal Information (POPIA) legislation 

Competencies Required:

• Good interpersonal skills
• Good literacy and systems administration
• Time management and organisational skills
• Initiative and problem-solving prowess
• Strong communication skills
• Ability to cope in a pressured environment

Minimum Qualification Requirements:

• Minimum of a Higher Certificate/ Occupational Certificate Level 5 (NQF Level 5) in A+/N+.
• Advanced Certificate/ Diploma/Occupational Certificate Level 6 (NQF Level 6) in CCNA1/MCSE/MCTIP advantageous

Minimum Work Experience Requirements:

• Minimum of 6 months internship experience in ICT.

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Minimum Qualification Requirements:

• Ideal: Bachelor of Arts Honours/ Bachelor of Social Science Honours degree in Sociology.
• Alternatively: Postgraduate Diploma, MA/ MPhil, PhD/ DPhil qualification in Sociology.
• NQF 8 qualification in social development, policy, and development.

Minimum Work Experience Requirements:

• ​​Lecturing experience in Sociology. Work experience is not as critical for the Sociology module as it is relatively theory based, but lecturers must be able to apply the theory to a relevant work environment. A practicing sociologist in politics, rural or developmental sociology would be an advantage.
• Working Conditions:
• Please note that this is an Independent Contractor role
• Positions are part-time, with lectures taking place between 08:00 and 17:00, Monday to Friday
• CVs should be a maximum of two pages
• On your covering page, please specify your availability to lecture, as well as the subject areas in which you are qualified to lecture
• Provide a motivational letter as well as certified copies of your transcript(s), qualifications, and ID
• Where applicable, details of work permit must be included in your application
• Owing to the volume of CVs received, we may not be able to personally contact all applicants. Only individuals whose qualifications and skills most closely match the position requirements will be contacted for interviews.
• Preference will be given to South African Citizens and Permanent Residents of South Africa in possession of proof of permanent resident status and residing in Pretoria.

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Duties and Responsibilities:

• Managing and Tracking Assessment Printing
• Responsible for the steps in the assessment process from point of the Assessment Printing Tracking System (APTS) capturing to receiving crates from Colourtech.
• Responsible for ensuring that correct orders are placed and fulfilled as per the Assessment Printing Tracking System (APTS).
• Responsible for ensuring that actual student numbers are updated in the Assessment Printing Tracking System (APTS).
• Ensure that the student numbers, venue and Invigilator details have been inserted into the Assessment Printing Tracking System (APTS) as per the batching timeline to allow for prepacked assessments being delivered in the Colourtech batches.
• Responsible for checking the crate contents when they arrive from Colourtech to ensure that all the assessments have been packed and grouped as requested on the Assessment Printing Tracking System (APTS). 
• Informing national office that the centre has completed the Assessment Printing Tracking System (APTS) inserts and batch checks and of any discrepancies in the batch and crate checking process.
• Ensure that the crates and locks are returned to Colourtech timeously after the batch has been checked.
• Invigilator Recruitment and Management
• Assists with Invigilator training.
• Co-ordinates the booking of Invigilators.
• Assist with Invigilating when required.
• Responsible for reconciling the Invigilator reports pre and post assessment.
• Logging assessments in and out with Invigilators.
• Pre-Assessment Logistics-Initial and Replacement Assessment
• Manages all aspects of preparation for upcoming assessments.
• Informs students when Programme Assessment Schedule is uploaded and available.
• Ensures the assessments and memos are stored securely in the campus academic safe at all times.
• Responsible for the preparation of all assessment documentation.
• Pre-assessment logistics need to accommodate concession applications.
• Liaising with the IT department regarding IT assessment set up and preloads which may be required for practical assessments.
• Manages all assessments being written on campus.
• Reconcile scripts at the end of each assessment and hands over to the Results Centre for the marking, results capture and moderation process.
• Ensure all assessment documentation above is up to date at all times and compliant with all assessment and audit processes.
• Reconciliation of the Invigilator’s report that summarises all the necessary and that is batched with the scripts for delivery to the lecturer for marking. Any discrepancies must be noted on the Invigilator report and investigated.
• Management of all aspects of different location approvals.
• Management of Online Centre student assessments and scripts.
• Non-exam Condition Assessment Processing
• Responsible for the set-up of student groups and deadlines on SafeAssign and Turnitin as per the Programme Assessment Schedules (PAS).
• Responsible for the collection of the assignments from the assignment submission point on campus.
• Reconciliation of assignment submission , signing sheet and identifying assignments not submitted through the online plagiarism detection software & handing over to the Results Centre.
• The Assessment Centre is responsible for collecting, collating, grouping and handover to the Results Centre.
• Manage late assignments in accordance with the Assessment Strategy and Policy.
• Exam Condition Assessment Escalations
• The Assessment Centre facilitates the resolution of any escalations that may occur during the writing of an exam that relate to the exam paper in particular.
• Raising queries with Programme Operations Manager (POM) when assessments are running. The Assessment Centre receives communication in respect of the Central Academic Team (CAT) decision and is responsible for communicating in turn to all students at the various venues in which the assessment is being conducted. If escalations cannot be remedied on site during the assessment this could result in a post assessment remedy by way of a rewrite or a mark adjustment.
• Communicating query resolution to respective different location and alternate venue Invigilators.
• Manages the escorting of students to the bathroom during assessments.
• Deals with any issues/queries that Invigilators may raise during assessments.
• Team Support General
• Responsible for ensuring all students notes are captured in the System for Academic Management.
• An incident report must be completed for any action which results in non compliance in the Assessment Centre for approval on the way forward. (For Action Now (FAN) Report)
• The Assessment Centre is a secure centre and access in and out of the centre must be logged.
• Assisting with campus specific projects/events (Graduation, Open Day etc.)
• Focus group sessions to reflect on the systems of the centre.

Minimum Qualification Requirements:

• Minimum of a Higher Certificate (NQF Level 5). National Diploma (NQF Level 6) or above advantageous.

Minimum Work Experience Requirements:

• Minimum of 2 years work experience in administration. Experience within a tertiary environment preferable.