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Officer: ICT & Service Provider Liason
Job Ref
281052
Job Type
Permanent
Employer Type
Company
Date Added
1 Feb 2019
Expiry Date 1 Mar 2019
Expiry Date 1 Mar 2019
* There have been 59 applications to this job.
* This job has been viewed 4242 times.
Employer:
BCCEI
Location:
Gauteng
Salary:
ZAR340000 - ZAR340000 PA
Benefits:
Provident fund and Medical aid
Role details:
liaison for the BCCEI nationally (all offices) with regards to the following DISCIPLINE(S) /BUSINESS PROCESS(ES):
DISCIPLINE/BUSINESS PROCESS:
1. Help Desk
2. Application support
3. Service Provider Liaison
- - - - - - - - - - - - - -
ENTRY LEVEL REQUIREMENTSQUALIFICATIONS:
Grade 12 plus A+ or MCSA (Microsoft Certified Solutions Associate),
Grade 12 Accountancy an advantage (to be used in the
monitoring of Service level agreements and Accounts
payable process)
YEARS OF EXPERIENCE:
5 years (ICT specific)
SPECIFIC EXPERIENCE:
Broad based systems experience in a hands-on IT
department, which includes both technical and application systems support
Basic knowledge & experience of systems, data bases
and applications
This position will require a person with strong administrative skills
KNOWLEDGE REQUIREMENTS
Driver's License
ICT REQUIREMENTS
MS-Word - Intermediate
MS-Excel - Intermediate
MS- Outlook - Intermediate
Compliance Application system (First & Second Level
support) - Advanced
Help Desk System & MS Office - Understanding of
concepts, logging of calls, Support for installations, troubleshooting, upgrades, basic functional end-user
support
Hardware Peripherals Fiist line troubleshooting on printers, etc.
PERSON ATTRIBUTES:
Confidentiality, positive attitude, constructive, honest,
ability to multi-task, attention to detail, listening skills,
analysis and problem solving, time management,
accountability, communication skills (oral and written)
DISCIPLINE / BUSINESS PROCESS ROLE CONTENTS
1. Help Desk: first & second level ICT Support Execute:
Runs the ICT help desk:
Providing first line response for users requiring assistance with IT issues and problems
Logging & tracking calls
Tracking issues to resolution
Escalating more involved problems to service providers
Performs ICT support:
Setting up users with regard to new computers
Checking all network points/ cables, especially for the Printers if there are in good order
Installing and ordering new toner cartridges for printers
Sets up technology for meetings in meeting rooms
Maintains user license documentation
Administrates the scrapping of old equipment:
Confirms obsolete status of equipment by conducting physical checks
Completing of all paperwork as per procedure
Obtaining authorisation for scrapping
Coordinating the removal of obsolete equipment
Coordinates vendors and recyclers
Assists with evidence required for audits
Maintains an ICT asset register:
Labelling of Council ICT equipment
Completing of asset lists required for audits
Controls ICT consumables stock (cables, print cartridges,
print paper, etc.)
Orders consumable stock
Obtains management approvals
Monitor & Control Monitors that logged calls are closed to satisfaction of users
Resolves or coordinates queries
Report Reports issues and problems immediately
Completes check sheets and lists and obtains
authorisation for correctness
Reports on call stats to manager
2. Application systems support
Plan: Remains abreast of new systems enhancements
Execute: Provides first line application support:
Assigning and controlling usernames and passwords
Conducting first line support for the application system
Conducting basic training
Following-up with end-users
Performs coordinatory function between the council and
systems application vendors:
Suggesting improvements
Conducting end-user testing
Tracking changes to the system
Coordinates vendor and service provider activities for the Council – e.g. projects, new developments
Maintains end user documentation:
Provides input into Request for Proposals for new vendors Forming part of evaluation team
Assisting with the compilation of documentation
Monitor & Control: Monitors data integrity of the system
Report: Extracts standard and ad hoc reports from system
Reports problems and issues immediately
3. Service Provider Liaison
Plan: Provides input into the drafting of Service Level
Agreements (ICT & Facilities Service Providers)
Remains abreast of the contents of Service Level Agreements
Execute Performs the role of go-between between the initiator of services and the service provider:
Maintaining a data base of service providers for each office (nationally) containing contact details and scope of
agreed services
Liaising with staff in offices
Maintaining a system or log of calls, follow-up and satisfactory closing of service rendered according to SLA
Generating Purchase Orders and obtaining the relevant sign-off within agreed procedure and amount
Providing input into efficient procedures for monitoring service providers
Liaising with Finance regarding the
Accounts payable documentation and
process
Liaises & follows-up with Service Providers
Responsible for web site maintenance Liaising with web site service provider for back-end data base changes
Collating web site requirements internally
Updating content on web site
Removing redundant/out-of-date data from web site
Checking that web site remains relevant and up-to-date
Investigating needs, problems or issues if they arise
Monitors the standard of service provided
Monitors time frames
Resolving & escalating queries & problems
Checks that financial procedural compliance is met by all
parties
Report Drafts proposals for approval
Reports problems and issues for resolution by management
Provides written feedback on Service Level Agreement
compliance