ICT Support - East London at IIE Rosebank College

Education (Formal Qualification Required)

Minimum

• Higher Certificate
• Occupational Certificate Level 5 (NQF Level 5)

Advantageous

• Advanced Certificate / Diploma / Occupational Certificate Level 6 (NQF Level 6) in CCNA1 / MCSE / MCTIP 

Minimum experience       

• ICT Internship      6 + Months

Position Description
Desktop Support 

• Answers, evaluates, and prioritizes logged requests for assistance from users requiring assistance with catalogue of services requests.
• Logs and tracks calls using incident and problem management database provided through the service desk
• Handles problem recognition, research, isolation, resolution and follows up on routine user problems, referring more complex problems to the campus Senior ICT Support.
• Service desk calls are closed within agreed upon SLA parameters.
• Periodic and ad-hoc review of logged tickets against job holder's name in service desk.
• Periodic user survey in conjunction with line manager's assessment.

 Software and Hardware Installations and Support for Software and Hardware Installations     

• Installs desktop and laptop computers for use on campus with the relevant authorized software and completes the relevant documentation.
• Installs hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
• Sets up and support for venues or for training use.

Conducts regular and periodic testing of ICT equipment in venues to ensure operability, including but not limited to:

• PCs
• Audio visual equipment
• Network points
• Access points
• Phones
• Office automation equipment
• fixes any issues identified.
• Pulse and ad-hoc inspections to ensure that desktops and laptops have been setup according to specifications.
• Device setup checklist and end-user acceptance sign-off for staff devices. Lab checklist and lecturer sign-off for lab PCs.
• Line manager's assessment in conjunction with service desk statistics.
• Obtain feedback from staff, lecturers and students.
• Daily, weekly, monthly checklists.
• Repairs register.

Information Technology Administrative Functions 

• Liaises with service providers on information technology equipment and repairs and maintenance thereof.
• Administers and maintains the ICT asset register and completes necessary finance documentation e.g. disposals.
• Administers and maintains software, as per the agreed software list.
• Maintains the information technology storeroom, server room and office by keeping it neat and tidy and free of any health and safety risks.
• Trains and orientates staff on use of hardware and software.
• Review of 3rd party logged service requests.
• Audit and comparison of ICT asset register to the finance FAR.
• ICT Pulse and spot checks.
• Planned and ad-hoc inspections by HESIO officers.
• User survey (MS Forms)