Enterprise Platforms Division, User Service Centre:
The Tech Support/ Admin will be part of the Information Technology Department team responsible for driving the transformation initiatives in end user computing environment, covering service, performance, quality and budget forecasting
Job Responsibilities:
Service Desk Management & Operations Support
- To support the organisation’s digital transformation.
- Oversight the team on desktop support, IT Service Desk and VIP support functions to Financial Institutions
- Maintain high performance levels for service-related processes and implement improvement activities wherever necessary
- Take accountability for service delivery performance, meeting customer expectations, create strategies for service delivery optimisation
Performance and Quality Management:
- Recommend methods of improvements and manage the implementation of service delivery upgrades in a timely manner
- Provide accurate and regular report to management on performance of the service delivery
- Collaborate with various technical teams to set standards for software, hardware, and security
Stock and Inventory Management
- Design and implement an inventory tracking system to accurately monitor stock levels
- Work closely with Service Desk and Imaging teams to organise the efficient flow of inventory
- Lead the annual stock taking and asset verification exercise
Budget, Procurement and Forecasting
- Manage and execute the procurement of ICT systems, goods and services in a timely manner
- Effectively engage and manage the project stakeholders to complete the procurement of goods and services on time
- Understand the government procurement policy, ICT management policy, quality management policy and security guidelines
- Monitor spending patterns and implementing measures to promote adherence to budgets
Requirements
- Proficiency in leading both physical and virtual teams
- Experience with dealing with third party provided services, customer-facing skills
- Mastery of ITIL (Information Infrastructure Library) principles
- Expertise in people management and leadership with good interpersonal and communication skills to be able to work independently as well as in a team
- ITIL certifications
- Project Management certifications
- MUST- HAVE Good communication Skills and Tertiary education with focus on IT
