ICT Support at IIE Rosebank College

Job Purpose

• Response to and resolution of incidents involving applications and related end user equipment used at the workplace. Assist users to enable them to make effective use of systems and equipment.
• Support may be provided both to users of the systems and to service delivery functions such as computer operations and service desk.
• Support takes the form of investigating, identification, root cause analysis and resolution of incidents and problems, providing info about the systems, and escalating anything not resolved within defined service level requirements.

Education (Formal Qualification Required)

Minimum

• Higher Certificate
• Occupational Certificate Level 5 (NQF Level 5)
• A+ / N +

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)