Responsibilities

Implement IT Support Service Plans

  • Lead the implementation of support services across the organisation
  • Define best practices and Service Level Agreements for the support function
  • Establish performance and reporting measures to provide an effective and efficient level of service

Manage IT support Activities

  • Identify actions to maintain or improve levels of service
  • Advise the business on IT support metrics and capabilities

Oversee System Maintenance

  • Prioritise activities to ensure continuity of service and prompt issue resolution
  • Oversee the compiling of data for reporting purposes * Review trends and patterns
  • Plan installation of hardware equipment, software and maintenance agreements
  • Recommend acquisition of new technology and software

Provide Incident Resolution Guidance

  • Analyse enquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved
  • Respond to more complex, escalated enquiries from team members
  • Evaluate results of investigation reviews
  • Develop problem solving guidelines, checklists, or other materials to assist staff to respond to user problems that are recurring or routine
  • Oversee disaster recovery planning and testing

Requirements

  • Minimum diploma in IT, Computer Science / Engineering or equivalent
  • Experience in deskside operations, end user engagement and well verse with relevant desktop management products such as Antivirus and Patch Management
  • Good technical knowledge in managing Microsoft Windows Operating Systems
  • Good exposure in medium to large scale environment’s project deployment / execution
  • ITIL certifications will be preferred

Shortlisted candidates will be offered a 1 Year Agency Contract employment.