Manager: Ict Service Desk and End User Support

1 week 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 mind to the world around you. We offer diverse career paths in a 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.

**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.

**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 essential
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.
- Create a knowledge baseand customer service portal of relevant information, FAQs and guides that promote self-service and self-help and drive faster incident resolution.

**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 trend

  • Ict Service Desk

    3 weeks ago

    Pretoria, South Africa Affirmative Portfolios Full time

    **Information Technology** **Pretoria** ***: **JOB OUTLINE** **ICT Service Desk & End-User Support - MANAGER** **PERMANENT** **PRETORIA** **Division** - Corporate Services **Sub division** - ICT Service Desk & End-User Support **Reports to** - Head: ICT & Knowledge Management **Overview**: Develop, implement and manage all ICT Service Desk and...

  • Manager: Ict Service Desk And End User Support

    2 weeks ago

    Pretoria, Gauteng, South Africa South African Bureau Of Standards Full time

    Manager: ICT Service Desk and End User Support Details Closing Date 2024/06/07 Reference Number SAB Job Title Manager:ICT Service Desk and End User Support Job Type Permanent Branch Corporate Services Division ICT and Knowledge Management Department ICT Help Desk and End User Support Job Grade D3 Number of Positions 1 Location - Town / City...

  • Manager: Ict Service Desk and End User Support

    1 week 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...

  • Manager Ict Service Desk

    4 weeks ago

    Pretoria, South Africa H&S Labour Brokers cc Full time

    Our client is currently seeking an experienced Manager: ICT End-User Support based in Pretoria. The main function of this role is to develop, implement and manage all ICT Service Desk and End-User Support and activities, reporting and strategies on behalf of the client to support strategic objectives and business operations **Duties and...

  • Manager: Ict Service Desk

    4 weeks ago

    Pretoria, South Africa H & S Labour Brokers Full time

    **Pretoria** **Negotiable from: R909, 000 CTC** Our client is currently seeking an experienced Manager: ICT End-User Support based in Pretoria. The main function of this role is to develop, implement and manage all ICT Service Desk and End-User Support and activities, reporting and strategies on behalf of the client to support strategic objectives and...

  • Manager: Ict Service Desk and End User Support

    2 weeks ago

    Pretoria, Gauteng, South Africa SABS Full time

    Job Advert Summary:About SABSThe 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...

  • Manager: Ict Service Desk and End User Support

    2 weeks ago

    Pretoria, Gauteng, South Africa SABS Full time

    Job Advert Summary:Purpose StatementTo 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 SABSThe South African Bureau of Standards (SABS) is mandated to develop, promote and maintain South African National...

  • Ict Service Desk Agent: Technical Support

    1 week 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...

  • Ict Service Desk Agent: Technical Support

    2 weeks ago

    Pretoria, Gauteng, South Africa SABS Full time

    Job Advert Summary:Purpose StatementTo 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 SABSThe South African Bureau of Standards (SABS) is mandated to develop, promote and maintain South African National Standards (SANS),...

  • Technician: IT Support

    4 weeks 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,...

  • Manager: End-user Computing and Service Management

    4 weeks ago

    Pretoria, South Africa University of Pretoria Full time

    RESPONSIBILITIES: - Technical support: - Translate strategic objectives into technical and operational systems and solutions; - Lead and manage the end-user computing support, IT Helpdesk and endpoint management teams to continually improve the end-user computing environment; - Manage the end-user computing environment to ensure that IT end-user computing...

  • Ict Service Technician

    2 weeks 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...

  • Professional Ict Level 2 Support Web Application

    2 weeks 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 Service Technician

    2 weeks ago

    Pretoria, Gauteng, 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...

  • Ict Manager

    1 week 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...

  • Ict Manager

    2 weeks ago

    Pretoria, Gauteng, 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 a...

  • IT Service Desk Control Centre

    2 weeks 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...

  • Service Desk Analyst

    3 weeks ago

    Pretoria, South Africa Financial Intelligence Centre (FIC) Full time

    **JOB PURPOSE**: Provide first line support to users telephonic requests received and the system logged incident calls **KEY PERFORMANCE AREAS**: - First line telephonic communications with users, quickly analysing issues, communicating and documenting proper solutions. - Maintain a high degree of customer service for all incidents/service requests and...

  • Ict Support

    3 weeks 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 /...

  • Professional Ict Level 2 Support Web Application

    2 weeks ago

    Pretoria, Gauteng, 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 support, efficiently...