Our client islooking for a Snr IT Services Admin to administer effective delivery of quality technical supportto internal and external customers. Coordinate helpdesk personnel, develops policies and proceduresgoverning how to troubleshoot IT issues, including identification, documentation, distribution andresolution. Assesses new solutions and suggest enhancements to IT Operations manager.
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The job involves ensuringthat the helpdesk team is running smoothly with all problems being logged accurately and addressedin a timely manner;
Supervise the day-to-day operations of the Service desk,ensuring SLA's & KPI's are met in line with agreed working practices. Coordinate ITServices Administrators in the delivering of quality technical services ManagePriorities and Input into the technicians daily tasks Identify and specify improvements inthe Service Desk System ensuring maximum return on investment. Create and regularly reviewall IT Service Delivery processes in line with industry best practice Develop escalationand resolution procedures and ensures help desk personnel adhere to these procedures. Trains,coaches and mentors help desk personnel. Manage escalation of service tickets to secondlevel support and beyond, ensuring that issues are resolved within the accepted timeframes Serve as escalation point and provide troubleshooting guidance and direction in resolution ofescalated issues.
Administer AD, messaging and collaborationsystems;
troubleshoot, diagnose, and resolve problems with Microsoft ActiveDirectory Domain, SCCM and email accounts
Responsible for ITSecurity Coordination include among others the following;
Ensure the fullimplementation of the IT security Policy in the organisation. Coordinate the implementationof information security and resolving issues with regard to this. Ensure that proceduresare in place to detect, investigate, report and resolve security incidents. Ensure thatinformation security awareness education and training is provided to all employees. Monitor(e.g. by means of self assessment) that the Information Security policy is implementedwithin the company and acting to improve the information security.
Participate in the design, testing and implementationof hardware/software Availability and capacity monitoring of Data center, Servers, LAN/WAN,Telecommunication, Audi visual, CCTV and Biometric systems Ensure all IT Systems haveproven disaster recovery plans in place To undertake projects as and when required. Provide support for ERP systems, mobile users on VPN, Smart Phone and Tablet users. When necessary, provide first level telephone technical support to users across theorganization.
JobRequirements 3.1. Education &Skills
University Degree in Computer Science/Computer Engineering/Software Engineering/Information Technology/ InformationScience Degree MCSE and ITIL certified. PMP Certification will be an added advantage Must have a good understanding of the Information Technology Infrastructure Library (ITIL)principles, practices and processes Good oral and written communication skills and abilityto transform technical knowledge into business language (e.g. reports, presentations, etc.)