Senior IT Specialist – Midrand Purpose of Role: To ensure the streamlined operation in alignment with the business objectives ofthe organization. This individual will manage, plan, coordinate, direct, and design IT-relatedactivities of the organization, as well as provide administrative direction and support for dailyoperational activities. Oversee the entire Desktop and Helpdesk team and ensSenior IT Specialist – Midrand
 
Purpose of Role:
To ensurethe streamlined operation in alignment with the business objectives of the organization. Thisindividual will manage, plan, coordinate, direct, and design IT-related activities of theorganization, as well as provide administrative direction and support for daily operationalactivities. Oversee the entire Desktop and Helpdesk team and ensure that end users are receiving theappropriate assistance. This includes the responsibility of managing all procedures related to theidentification, prioritization, and resolution of end user help requests, including the monitoring,tracking, and coordination of Helpdesk functions.
Primary RoleAccountabilities:
Represent client with regards to centralized IT infrastructure andsystems.

Service level management on group IT services on behalf of Client.
Involvement in project management on projects affecting Client.
Manage day to day IToperations.
Manage change control process with group IT with regards to changes affectingClient.
Manage the Desktop / Helpdesk team and process:
Design, implement andenforce procedures to ensure consistent levels of service and delivery to the organization.
Establish and enforce Helpdesk service levels agreements in consultation with end users toestablish problem resolution expectations and timeframes.
Manage Task/Project allocationand prioritization.
Advise and provide assistance with design and implementation ofsolutions.
Oversee quality of solutions implemented.
Set and review quarterlygoals and targets.
Manage Helpdesk calls and SLA on a daily basis.

Reports tothe Managing Executive Operations.

Provide feedback about status of:
Opencalls,
Current projects,
Identify issues that the business is experiencing,
System performance, and
Create weekly reports.
Coordinate and/or performhands-on fixes at the desktop level, including installing and upgrading software, installinghardware, implementing file backups, and configuring systems and applications.
Assess needfor any system reconfigurations (minor or significant) based on request trends and makerecommendations.
Identify, recommend, develop, and implement end user training programs toincrease computer literacy and self-sufficiency.
Oversee development and dissemination ofhelp sheets, usage guides, and FAQ lists for end users.
Prepare budget proposals andoperational expenditure statements.
Collaborate with other departments to identify ITsystem requirements.
Conduct research on emerging products, services, protocols, andstandards in support of business IT functions.
Liaise with vendors for the procurement ofnew systems technologies, oversee installation, and resolve adaptation issues.
Oversee thedevelopment, implementation, and administration of Helpdesk staff training procedures andpolicies.
Train, coach, and mentor direct reports.
Plan and conduct performanceappraisals of direct reports, administer disciplinary action, raises, bonuses, and promotions whennecessary.

Education & Experience

Microsoft MCSE (preferred)
MS Office Pro (Advance) (preferred)
Managerial/Team Leading experience(advantageous)
Related Diploma or Degree (preferred)
Detailed experience ofoperational business process (essential)
Good knowledge of MS SharePoint and other MSback-office systems (essential)
Good knowledge of WANs and LANs (essential)
Understanding of complete IT technology and infra-structure (essential)
Expertknowledge on IT security (essential)
Good knowledge of MS SQL and BI systems(essential)
Good knowledge of IP based voice and collaboration systems (essential)
Expert knowledge on IT governance and policies (essential)
Experience in strategicplanning and execution.
Extensive knowledge of all IT systems and functions