Head: ICT Support

2 weeks ago

Cape Town, Saudi Arabia IIE MSA and IIE Varsity College Full time

Duties and Responsibilities:

Infrastructure Support

  • Accountable for Branch ICT infrastructure and ensures infrastructure is able to support teaching and learning
  • Coordinates the deployment of systems, servers and infrastructure within the campus. Reduction in SLA targets missed and threatened
  • Monitors and oversees ICT security systems and performs periodic tests and checks to ensure that everything is according to requirements.Improves customer satisfaction and perception
  • Reduces SLA breaches caused by underpinning contract and/or OLA breachesTechnical escalation point for Senior ICT Support
  • Negotiates and establishes Service Level Agreements SLA’s with Business and OLA’s with technical staff      

Service Delivery Escalations                                                                         

  • Total number and percentage increase in fully documented SLA’s in place
  • Oversight and management of Service Desk operations for respective campuses and ensuring the correct assignment, resolution and/or execution of Incidents, Problems, Changes, and Service requests
  • Increase in completeness of Service Catalogue versus operational services
  • Compilation and submission of fortnightly Service Delivery reports
  • Foster and maintain positive rapport and good relationships with business to ensure processes are integrated to support customer Service Level Agreements
  • Facilitating change and release management processes
  • Financial Supervision
  • Reduces costs related to ICT service delivery
  • Compiles ICT budget for campus and oversees CAPEX & OPEX spend
  • Completes procurement processes e.g. quotes timeously and accurately
  • Effectively communicates and coordinates tasks and projects with campus ICT staff
  • Manages CAPEX applications, Purchase orders, asset management, etc.
  • Manage the Interface with the Business and Users
  • Documents and agrees processes and procedures in place e.g. framework
  • Reduces outstanding SLAs
  • Attends and reviews minutes of campus operations meetings
  • Schedules meetings with campus senior management teams
  • Staff Supervision
  • Ensures that the campus has the necessary ICT support during operational hours
  • Co-ordinates and oversees campus ICT & SICT 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 training & 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 Education 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 are advantageous
  • ITIL Foundation Certified is advantageous

Minimun Work Experience Requirements:

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

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