Deputy Director: Ict User Support

Requirements

Three- year appropriate tertiary qualification in Information Technology at NQF level 6 and/or related qualifications (NQF level and credits). 5 years’ experience in ICT at medium to large IT environment of which 3 years should be at Assistant Director Level. Valid Driver’s license. ITIL Certification. Knowledge, Skills and Competencies: Knowledge and understanding of ICT frameworks, ITIL processes, government policies and prescripts. Knowledge of analysing statistical data. Strong written and verbal communication skills, Problem solving, good customer relations, customer focused, interpersonal skills and emotional intelligence. People management skills, understanding of working with systems, desktop and network support field. Good judgement and decision making.

Key Responsibilities

Manage the computer support services. Provision of network support services. manage end user support services, Manage of mobile networking support service. Manage provision of peripheral device support, installation of software, configuration and network changes. Develop and maintain ICT end user support policies. Mentor and develop the team. Provide technical, direction, supervision and leadership to end user support team. Provide computer software and hardware maintenance and support. Ensure the availability of end-user support resources. The Management of Incident and Problem management services; Analyse incidents statistics and provision of solutions emanating from incidents and problems. Track performance statistics and produce reports of calls, ensure incidents are resolved with SLA, coupled with an improvement report. Participating in ICT projects.

How to Apply

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