Manager: Ict Service Desk and End User Support

6 months ago

Pretoria, 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, end-user 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 set-up 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 follow-up, using automated surveys or personal follow-up, ensuring continuous improvements and foster a customer-centric environment.
- Ensure the compilation and provision of updated training material and information for Intranet and other relevant on-line 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

  • Manager: Ict Service Desk and End User Support

    6 months ago

    Pretoria, South Africa SABS Full time

    **Job Advert Summary**: **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...

  • Manager: Ict Service Desk

    6 days ago

    Pretoria, South Africa Kamo Placements Full time

    **JOB DESCRIPTION** - 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...

  • Ict Service Desk Agent: Technical Support

    6 months ago

    Pretoria, South Africa SABS Full time

    **Job Advert Summary**: **Purpose Statement** To deliver effective 1st line support to SABS ICT users and to conduct maintenance of ICT equipment at SABS sites to ensure the optimal functional of ICT systems and infrastructure. **About SABS** The South African Bureau of Standards (SABS) is mandated to develop, promote and maintain South African National...

  • End-User Support Specialist

    4 weeks ago

    Pretoria, Gauteng, South Africa Auditor-General of South Africa Full time

    Job Title: End-User Support SpecialistWe are seeking a skilled End-User Support Specialist to join our team at the Auditor-General of South Africa.About the RoleThis is an exciting opportunity for a talented individual to provide top-notch technical support to our end-users, ensuring seamless IT services and optimal system performance.The successful...

  • Ict Service Technician

    7 months ago

    Pretoria, South Africa AVBOB Full time

    This position will under the leadership of the ICT Service Support Lead, diagnose, repair, and maintain hardware and software components to ensure the smooth running of computer systems. The responsibilities include installing and configuring computer hardware and being the strong point of contact for IT Infrastructure service support within the company. One...

  • Technician: IT Support

    7 months ago

    Pretoria, South Africa South African Bank Note Company Full time

    **Job Summary**: Provide technical support to business users of ICT equipment and systems. This will include end user support, desktop support and infrastructure support across both hardware and software platforms. **Main Responsibilities (not limited to)**: - Install, configure, and maintain end user computing devices such as laptop computers, printers,...

  • Professional Ict Level 2 Support Web Application

    7 months ago

    Pretoria, South Africa AVBOB Full time

    We are looking for a highly motivated, resourceful individual with a “Can Do” attitude and strong work ethic to join our ICT Helpdesk team. **YOU WILL BE RESPONSIBLE FOR**: - Logging call details accurately on the active service desk, do first line resolution, and escalate calls to 2nd line support when required. - Assist in optimising 1st line...

  • Ict Manager

    6 months ago

    Pretoria, South Africa Customer Loyalty Consultants (Pty) Ltd Full time

    **Gauteng**, Tshwane (Pretoria)** **(Market related, Negotiable)** The ICT Manager plays a crucial role within the ICT infrastructure team, providing strategic leadership and oversight. Responsible for driving the development and implementation of ICT strategies aligned with organizational objectives, they lead a team of skilled IT professionals, fostering...

  • Desktop Technician

    3 months ago

    Pretoria, South Africa Financial Sector Conduct Authority Full time

    **Purpose of the Job**: To provide first point of contact for IT services and assist clients with hardware and software related technical issues and to provide on-site or remote IT technical assistance including troubleshooting of IT issues. The person appointed to this position will report to the Infrastructure Manager. **Key Performance Areas**: - Manage...

  • IT Service Desk Control Centre

    7 months ago

    Pretoria, South Africa Mediro ICT Full time

    Manage service deliveryprovider/s to deliver a stable and sustainable level of first level IT support. Manage transformation within the IT Service Desk relating to new technologies and refined processes. ITSM (IT Service Management). IT Operations Frameworks (E.g., ITIL). IT Service Delivery Management. Project Management. DevOps. Agile...

  • Ict Support

    7 months ago

    Pretoria, South Africa Vega School Full time

    **Job Purpose**: **Working Hours**: 07:00 - 16:00 or 08:00 - 17:00 or 10:00 - 19:00 Monday to Friday 08:00 - 13:00 Rotational Saturday shifts (if and when the campus operates on weekends) **Education**: Higher Certificate/ Occupational Certificate Level 5/ A+ and N+ Advanced Certificate / Diploma / Occupational Certificate Level 6 (NQF Level 6) in CCNA1 /...

  • General Manager: ICT Service Management

    4 weeks ago

    Pretoria, South Africa The South African National Roads Agency Full time

    Job title : General Manager: ICT Service Management (Operations) Job Location : Gauteng, Pretoria Deadline : January 04, 2025 Quick Recommended Links Jobs by Location Job by industries MINIMUM REQUIREMENTS NQF Level 8 qualification: Information Technology / Information Systems / Computer Science. Certification: ITIL Foundation ITIL...

  • Departmental Assistant

    7 months ago

    Pretoria, South Africa Financial Sector Conduct Authority Full time

    **Purpose of the Job**: To provide administrative support to the Department and to ensure that office operations within the Information and Communication Technology (ICT) Division are efficient and successful in supporting business activities. The person appointed to this position will report directly to the Departmental Head: ICT Application,...

  • Ict Manager

    2 months ago

    Pretoria, South Africa Frimo Recruitment Agency Full time

    Define the structure and roles necessary for effective technology delivery. - Establish daily, weekly, monthly, and annual cadences for technology delivery. - Manage performance for IT/ICT staff, including training, mentorship, and professional development. - Oversee project management, including definitions, timelines, and tracking for all ICT...

  • Chief ICT Service Management Officer

    4 weeks ago

    Pretoria, Gauteng, South Africa The South African National Roads Agency Full time

    Job Title : Chief ICT Service Management OfficerWe are seeking an experienced Chief ICT Service Management Officer to lead our ICT service management team in providing high-quality services to our organization.Job Summary:To develop and implement effective ICT service management strategies that align with the organization's goals and objectives.To oversee...

  • Service Desk Manager

    1 week ago

    Pretoria, South Africa Profession Hub Full time

    **Job Purpose**: The position requires a hands-on technical leader who is responsible for delivering a world-class support experience for staff, clients, and other external parties. The manager is expected to get into complex technical issues while thinking about the big picture. The Service Desk Manager’s primary objective is to rapidly resolve issues...

  • Ict Administrator

    6 days ago

    Pretoria, South Africa CTU Career Chatz Full time

    **Responsibilities**: - Network and Connectivity: manage wired and wireless networks, edge infrastructure, network security and access management, IP address and network space management, and network performance monitoring and management. - CCTV, IoT, and Call System Management: deploy, maintain, and monitor CCTV and IoT equipment, assign and manage...

  • ICT Manager

    2 months ago

    Pretoria, South Africa CTU Career Chatz Full time

    Position Overview:This role requires a dynamic IT professional capable of frequent interaction with technical and non-technical employees, suppliers, and stakeholders. The ICT Manager will provide leadership and technical expertise to CTU Training Solutions' technology operations, managing systems and infrastructure to support a growing business. The role...

  • ICT Manager

    2 months ago

    Pretoria, South Africa CTU Career Chatz Full time

    Position Overview: This role requires a dynamic IT professional capable of frequent interaction with technical and non-technical employees, suppliers, and stakeholders. The ICT Manager will provide leadership and technical expertise to CTU Training Solutions' technology operations, managing systems and infrastructure to support a growing business. The role...

  • Temp Ict Infrastructure Manager

    2 days ago

    Pretoria, South Africa Dalitso Holdings Full time

    Ensures that the company’s ICT systems are available, secure and functionally reliable and that clients and other authorized users are provided with support in order to use the ICT systems effectively and to act as a coordinator on the operation of the ICT systems. **Key Performance Areas**: - Manage employees as appropriate within the division to...