Ict Service Desk

**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 End-User Support and activities, reporting and strategies on behalf of the company to support strategic objectives and business operations.

**Key Responsibilities**:
**KEY PERFORMANCE AREA**
**ROLE ACTIVITIES**
**WEIGHT**

**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 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.

10%

**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

40%
- 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 base and customer service portal of relevant information, FAQs and guides that promote self-service and self-help and drive faster incident resolution.
- Ensure that IT users with common queries and issues are directed to the knowledge base as the first course of action.

**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 company 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.

10%

**Financial Management**
- Provide input in the planning and compilation of the annual budget aligned to the tactical delivery plans to support the implementation of set objectives.
- Ensure the effective implementation, management, monitoring of the budget, and mitigate and report on any variances.
- Ensure the deployment of proper financial controls to manage the budget.

10%

**People Management**
- Proactively manage all direct reports in order to ensure that the strategic objectives for the division are met.
- Maintain excellent human capital performance through employee empowerment, skills development and retention and succession planning within the team.
- Maintain an environment where employees respect and adhere to company standards of integrity and ethics by integrating these values into all processes, p