It may be a cliché, but dynamite comes in small packages – and this couldn’t be truer when it comes to Mandy. If you hear a click-clack of heels in IT’s passageways, you’ll know that this small package is on another mission to get things done.

Mandy started at Information Technology in 2006, mainly just to help out, but was given the opportunity to join as permanent staff member in 2008. After these eight years, she’s the only woman left among the seven service desk guys, but this Snow White holds her own.

The road to IT had a few twists and turns and it started in 1999 with an application to UWC for a BA degree. Mandy planned on studying Journalism, but she soon found out that it wasn’t quite what she wanted to do. Being a journalist for your school’s newspaper is quite different than studying journalism and doing the real course work. It wasn’t long before she changed her major to Psychology – which was really her calling. Unfortunately she had to give up her studies due to personal reasons.

This year she and Adrian celebrates their tenth anniversary and they have a daughter in grade 4 at de Kuilen Primary. Outside IT she spends most of her time with my family, something she believes in doing as often as possible.

“I call myself a jack of all trades.”

“I was in the retail industry for a while I guess that’s where I got my niche – to offer good customer service, and to pay attention to detail.”

She’s even applied her skills as a dental assistant – “quite an interesting experience”.

“But I needed more job satisfaction, so I enrolled myself in some Basic computer classes, and I guess that’s where my journey began.”

Currently she is a helpdesk agent, and her core duties are to answer calls, log the incidents, do 1^st level support, but her job description goes a bit further than that. She also does network administration and software enquiries and is responsible for the Microsoft IT courses, which includes the registrations, bookings, administration, and course enquiries. And that’s her role at IT in a nutshell.

“The best part of my job is the satisfaction that you get when you are able to solve a user’s problem. I guess that is probably our main goal at the end of the day!”

The less pleasant aspect of the job is when all systems just stop working and receive hoards of calls from users demanding answers.

In spite of the stressful moments, there are lighter moments. Like when she facilitates a remote session (VNC) with a new staff member. “”They get such a fright when the mouse moves on their machine, the reaction that you get is priceless.”

“”Being in the IT environment has taught me so much. It’s a place where I have learned to voice my opinions and to swim in the deep end. Every day challenges you, and at the same time it creates a learning curve.”

“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.