Manager: Ict Service Desk and End User Support

2 weeks ago

Pretoria, Gauteng, South Africa SABS Full time

Job Advert Summary:

Purpose Statement


To develop, implement and manage all ICT Service Desk and End-User Support and activities, reporting and strategies on behalf of the SABS to support strategic objectives and business operations.


About SABS


The South African Bureau of Standards (SABS) is mandated to develop, promote and maintain South African National Standards (SANS), promote quality in connection with commodities, products and services, and render conformity assessment services and assist in matters connected therewith.

Working for the SABS opens the mind to the world around you. We offer diverse career paths in dynamic environment that nurtures and recognises talent and potential.

Become part of our vision of being a trusted standardisation and business assurance solution provider and join a team that fosters accountability, excellence and innovation in an inclusive workplace.


SABS is an equal opportunities employer, and our recruitment will be done in line with the Employment Equity Act 55 of 1998 and our EE Policy.


Minimum Requirements:

Diploma + Advanced Diploma / B-Degree in IT, IS, Computer Science or related field (NQF Level 7)
Information Technology Infrastructure Library (ITIL) Foundation Certification is essential

MCSE:
Desktop Infrastructure or Core Infrastructure Certification is advantageous
CCNA Certification is advantageous

10 years relevant work experience in ICT
3 years managerial experience
Proven track record in managing an ICT service desk and support environment

Duties and Responsibilities:

Operational Management

  • Contribute towards the development of an operational strategy for the Division and ensure alignment of this strategy with the plan for the ICT Service Desk and End-User Support business unit overall.
  • Ensure productivity and efficiency is measured effectively against set objectives and implement improvements where required.
  • Manage and ensure the drive of continuous improvement activities.
  • Manage the business unit and ensure that it contributes to the achievement of business objectives
  • Manage operations effectively to deliver services within timelines and prescribed quality through effective resource management
  • Manage the provision of ICT Service Desk and End-User Support services to support the delivery of SABS Strategic objectives.
  • Use insights gained through business information to compile reports, and metrics to measure success and inform the business decisions within area of responsibility.

Functional Management

  • Manage and ensure an effective customer focused service desk functioning including incidents and call management, telephonic and remote support, enduser training, user access and password management according to standard operating procedures and relevant policies.
  • Manage overall effective Technical desktop, laptop and printer support regards to setup of PC/s, Laptops, Proximas as well as ongoing trouble shooting, installations, rebuilds, patching and remote support
  • Ensure overall management of ICT service requests to prevent escalation and customer complaints and meet SLA's
  • Ensure a high level of end user satisfaction through ownership, resolution, and appropriate escalation of issues and support tickets.
  • Provide sound technical resources and senior escalation points for numerous technologies.
  • Create consistent surveying process for customer survey and ticket followup, using automated surveys or personal followup, ensuring continuous improvements and foster a customercentric environment.
  • Ensure the compilation and provision of updated training material and information for Intranet and other relevant online use.
  • Maintain an asset register for all ICT assets (hardware and software), in line with procurement and decommissioning control procedures.

Risk and Compliance Management

  • Responsible for the coordination and maintenance of quality risk management in line with relevant standards, Accreditation and regulatory requirements.
  • Monitor changes in the legislative and regulatory environment and ensure that appropriate operational controls are implemented to address new requirements.
  • Drive the implementation of compliance with policies aimed at strengthening the SABS brand and stakeholder interface.
  • Support and provide evidence to all internal and external audit, Accreditation and regulatory requirements.
  • Oversee the maintenance and effective implementation of Service Level Agreements / contracts to minimise business risk and ensure business continuity.
  • Implement ICT governance, risk and compliance framework to protect the organisation's information assets
  • Ensure adherence in the team to all relevant laws, policies and Standard Operating Procedures.
  • Proactively evaluate related risks against changing trends and market/economic conditions.

Financial Management

  • Provide input in the planning and compilation of the annual budget aligned to the tactical delivery plans to

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