Assistant Director: IT Service Desk at Department of Communications and Digital Technologies (DCDT)

REQUIREMENTS :

• An undergraduate qualification (NQF level 6) as recognized by the South African Qualifications Authority in Information Technology / System Engineering / Computer Science or relevant field.
• A minimum of three (3) years’ experience in information technology environment with at least two (2) years proven work experience at supervisory level. Relevant accreditation such as CRISC/CISA/ITIL/CITM/ CISSP/CGEIT. \

DUTIES :

• The successful candidate will log IT service requests promptly. Assign IT service requests to technicians and administrators promptly and make follow-ups. Escalate services requests violating SLA metrics to the IT Service manager.
• Prepare IT Helpdesk reports. Log service requests with hardware service providers where necessary. Diagnose and troubleshoot technical issues reported by end-users.
• Respond to service desk tickets and inquiries promptly and professionally. Assist with the setup, configuration, and maintenance of computer hardware and software. Install and update software applications as needed. Escalate complex technical issues to higher-level support teams or supervisors as needed.
• Assist in maintaining an accurate inventory of IT equipment, including computers, peripherals, and mobile devices. Update inventory records as needed. Assist with user account creation, modification, and deactivation in accordance with security policies. Handle account access and permissions based on established procedures.
• Collect feedback from end-users regarding the quality of support services. Identify recurring issues and communicate them to higher-level support for resolution Monitor network performance, traffic, and connectivity.
• Project Management, Manage financial resources, Driving change and operational excellence and Manage compliance.