Consultant End User Computing

Manage the provisioning of End User Computing Services, planning, coordinating, monitoring and controlling of all

support services, systems, servers and other LAN infrastructure related services. Manage the End User Computing

Services the maintenance, support services relating to all LAN Infrastructure Services Manage the availability of the

services according to prescribed procedures, policies, standards and SLA’s. Manage the design, planning, acquisition,

implementation, maintenance and Support relating to the all LAN Infrastructure Services. Manage the resolution

of hardware and software service requests, incidents and problem resolutions within the LAN infrastructure

environment.

Responsible for the supervision, technical development and guidance for the Desktop Support team and to lead on

the day to day activities of the team.

Responsible for ensuring an effective and efficient level of IT support is provided within the desktop support

environment for in resolving IT related issues or problems.

**Key Responsibility Areas
Manage the provision of desktop support services. Facilitate the implementation of Desktop management Operational

plan, processes, policies and standards. The design, implementation, customization and maintenance of the Remote

Software deployment strategy. Incident Management. Coordinate all installations and fixes for desktop computers,

printers, telephones, software, peripherals, etc. for Departments. Management of the Desktop Management team

and vendors. To manage and perform supervisory duties on a daily basis for the IT Desktop Support team and

ensuring procedures and processes are adhere to. To ensure adequate staffing levels are maintained within the

Desktop Support team at all time and to ensure that target outlined by the SLA and KPI’s are achieved. Ensure jobs

are assigned to the desktop Support group are managed and completed within targets outlined by the SLA. To

procedures and processes in line with standards within the IT Desktop Support environment. To line manage and be

responsible for the personal and technical development of the Desktop Support Team, including appraisal and

training plans. To act as a primary point of contact for escalation from a LAN and Desktop Support level in times of

major system outages, supplier issues and conflict resolution with customers. To monitor and identify any trends or

irregular activities on jobs logged with the Desktop Support group that could relate to potential IT issues.

To ensure that all requests from customers for assistance are handled promptly and effectively, and if necessary

escalated to the appropriate level. Regularly take responsibility and or take the lead on projects/work streams

related to the use of IT systems.

As and when required you may be called upon to assist with other duties commensurate with the overall objectives

of delivery of service.

**Qualifications and Experience
**Minimum**:3-year National Diploma / Degree in an ICT field or a verified / certified alternative equivalent.***

**Experience**:5 - 6 years’ experience in LAN & Desktop Support,
- 3 years’ experience as a Manager/Specialist/Supervisor of business support/operations in a

corporate /public sector organisation
- Management of performance of systems, LANS, servers, desktop computers, printers, telephones,

software, peripherals, etc.
- Experience in working within the ITIL Framework for Incident, Problem, Change, or Service Request

Management.
- Management and resolution of incidents logged.
- Experience in the provision of ICT solutions and services.

**Technical Competencies Description
Extensive knowledge of enterprise class desktop software such as Windows 7, Mac OS X, Linux Red Hat, antivirus,

remote management and troubleshooting, asset management and inventory, printing and Call canters. General

desktop support knowledge including hardware, software, and networking concepts. Knowledge of ITIL concepts

including Service Management and Service Delivery. Knowledge of TCP/IP protocol, routing concepts, and

troubleshooting. An advanced knowledge of network management software, concepts, and troubleshooting

techniques.***

**Technical competencies**:, Technical computer skills as well as good interpersonal, management, and customer

service skills; Highly developed analytical skills and the ability to solve complex technical problems using a

methodical systematic approach; IT Skills (MCSE ; LAN /DT Support); Ability to Design and Implement Monitoring

Solutions; Remote management skills; Excellent written and verbal communication, interpersonal skills and a strong

customer service orientation; Report writing skills; Stakeholder Management; Ability to lead and grow strong teams;
Ability to delegate tasks and mentor reports; and Attention to detail. Enterprise ICT Governance (Policies &
Legislation), Network/Infrastructure Management, Software Quality Management, Vendor/Supplier Management.

**Leaders