“To work in IT is like being on another planet every day”
Petro Uys, the IT Service desk’s manager and all round sympathetic ear, started her career at the university long before Information Technology.
After completing an Honors degree in Counselling Psychology she starts working as a data capturer at Student Records in 1985, where it was her task to store student data on microfiche. Rex van Staden, her manager at the time, recognised her interest in technology and computer skills – an early indication of the direction her career would take eventually.
After a stint at Courses and a short break to be a full-time mom, she accepts a position at Huis Horison, a home for disabled adults, as, amongst others, a book keeper. In these four years Petro and her family become closely involved in the lives of the home’s inhabitants.
However, the computer bug has bitten and even before joining IT, Petro teaches computer classes at two primary schools in the Western Cape between 1994 and 1996.
In April 1996 she starts at the IT helpdesk and here it all begins – first as helpdesk agent, then support specialist and eventually as manager.
During the following 18 years she learns to think analytically, handle any complaint and sharpens her problem solving skills. Benette Kriel plays a cardinal role as mentor in these initial years as support specialist.
“I’m extremely thankful for the training opportunities IT has given me. In this environment you have to be willing to push through and not be discouraged by obstacles. IT offers limitless opportunities and with the necessary interest and passion, there’s a spot for anyone in the IT field.”
Every day at IT is different. Technology constantly grows and it’s the dynamic of a changing environment she enjoys.
“To do the same work every day, would be extremely monotonous. The most apt comparison I’ve come across was – to work for IT is like being on a new planet every single day. Your basic survival elements are there, but the rest is always new.”
She still remembers the day when someone called the helpdesk asking for “call-a-housewife” or one academic whose office was covered with cigarette stumps everywhere.
Crawling on the floor to connect cables or carrying around heavy equipment across campus wasn’t unusual. To work in a traditionally male dominated world did have it’s advantages. It’s taught her to be strong, stand up for her rights and be prepared for any given situation.
Petro’s unlimited supply of patience and her accessibility ensures she gets along with practically every personality type. Difficult clients are a challenge and provide the perfect opportunity to practice her love for people and technology.
Communication in an IT environment remains difficult and something one has to work on continuously. “On campus there still exists a misconception about what exactly IT does. We’re not a profitable department trying to extort users. They should have the confidence to contact us – we really want to help and at least make their technological lives easier!”
IT does not function as a separate entity, it supports the university as a business. After completing the ITIL (Information Technology Infrastructure Library) exams in 2009, she came to the conclusion ITIL would be the best framework to align IT with the university as a business.
As a mother of three daughters, who are mostly settled on their own, she, nowadays, just enjoy the restfulness with her husband, Jannie. But when she’s not busy on the phone, you’ll find her cycling – she’s even completed 9 Cape Argus cycling tours.
Just to keep things interesting, she’s also currently working on her MPhil in Management Coaching which will enable her to apply her people skills and experience even better.
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IT SERVICE DESK CONTACT DETAILS Phone: +27 21 808 4367
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“Om vir IT te werk is soos om elke dag op ‘n nuwe planeet te wees.”
Petro Uys, IT Dienstoonbank bestuurder en alombekende simpatieke oor, se loopbaan by die universiteit strek veel verder terug as net die afgelope agtien jaar by Informasietegnologie.
Na die voltooiing van haar Honneursgraad in Voorligtingsielkunde begin sy in 1985 as datavaslegger by Studenterekords, waar dit haar taak is om studentedata op microfiche te stoor. Rex van Staden, haar destydse hoof, merk op dat sy `n buitengewone belangstelling in en vaardigheid met rekenaars het en speel `n beduidende rol in die rigting wat haar loopbaan inslaan.
Na `n draai by Kursusse en `n breuk om ma te wees, aanvaar sy `n halfdagpos by Huis Horison, ‘n tehuis vir volwasse gestremdes, as, onder andere, boekhouer. Vier jaar volg waartydens Petro en haar familie nou betrokke raak by die tehuis se inwoners.
Die rekenaargogga het egter gebyt en selfs voordat sy by IT beland, bied sy rekenaarklasse aan by twee laerskole in die Wes-Kaap vanaf 1994 tot 1996.
In April 1996 begin haar IT-loopbaan by die destydse hulptoonbank – eers as hulptoonbankagent, daarna ondersteuningspesialis en later as bestuurder.
Gedurende die 18 jaar leer sy om analities te dink, haar probleemoplossingsvaardighede te slyp en gebruikers se navrae soomloos kaf te draf. Benette Kriel se mentorskap in die aanvangsjare as ondersteuningspesialis, bly haar steeds by.
“Ek is baie dankbaar vir al die opleidingsgeleenthede wat IT US vir my gegee het. In die omgewing moet jy bereid wees om deur te druk en jou nie deur struikelblokke te laat onderkry nie.Dit bied legio geleenthede en met die nodige belangstelling en passie, is daar vir ieder en elk `n plek binne hier.
Elke dag is anders en tegnologie bly ontwikkel. Hierdie dinamika is vir haar lekker. “Om elke dag dieselfde werk te doen, sou sieldodend wees.”
“Die beste vergelyking wat ek nog daarvoor gekry het was: Om vir IT te werk, is soos om elke dag op ‘n nuwe planeet te wees.Die basiese oorlewingselemente moet daar wees, maar verder is alles nuut.”
Sy onthou hoe, destyds by die hulplyn, `n verwarde persoon geskakel en gevra het, “Is this call-a-housewife?”, en ook die akademikus wie se kantoor bestrooi was met sigaretstompies.
Om op die grond rond te kruip om rekenaarkabels te koppel, of swaar toerusting op kampus rond te dra, was niks eienaardig nie. `n Tradisionele manswêreld het egter sy voordele. Sy het geleer om sterk te wees, op haar regte te staan en voorbereid te wees vir enige situasie.
Petro se onuitputbare geduld en toeganklike geaardheid verseker dat sy oor die weg kom met feitlik enige persoonlikheid. Moeilike kliënte is vir haar `n uitdaging en bied `n goeie geleentheid om haar liefde vir mense en tegnologie te beoefen.
Kommunikasie in `n IT-omgewing bly `n tameletjie en moet deurlopend aan gewerk word. “Daar bestaan steeds `n wanpersepsie op kampus oor wat IT presies doen. Ons is nie `n winsgewende afdeling wat gebruikers wil uitbuit nie. Gebruikers moet asseblief die vrymoedigheid hê om ons te kontak – ons wil regtig help en hulle tegnologiese lewens maklik maak!”
Petro glo dat IT nie `n entiteit op sy eie is nie, maar die universiteit as `n besigheid moet ondersteun. Met die voltooiing van die ITIL (Information Technology Infrastructure Library ) bestuurseksamens in 2009 het sy ook besef dat ITIL die beste raamwerk is om te volg om IT te belyn met besigheid.
As die ma van drie dogters, wat grotendeels nou al op hul eie gevestig is, geniet sy deesdae die rustigheid saam met haar man, Jannie. Maar wanneer jy haar nie op die telefoon sien nie, is sy `n kranige fietsryer wat al 9 Cape Argus fietstoere voltooi het.
Daarbenewens is sy tans besig om ‘n MPhil in Management Coaching te voltooi, sodat sy al haar mensekennis en ervaring ten volle kan benut.
IT DIENSTOONBANK KONTAKDETAILS
Foon: +27 21 808 4367
E-pos: helpinfo@sun.ac.za (navrae)
help@sun.ac.za (foutaanmelding)
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Blog: www.sun.ac.za/infoteg
Tags: IT staff