Head: ICT Support – Cape Town needed at IIE MSA and IIE Varsity College
Job title : Head: ICT Support – Cape Town
Job Location : Western Cape, Cape Town
Deadline : June 06, 2024
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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.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now