SENIOR ICT SUPPORT OFFICER (INFORMATION AND COMMUNICATION TECHNOLOGY) REF NO: 3/2/1/2023/649
Directorate: ICT Service Management
DEPARTMENT OF AGRICULTURE, LAND REFORM AND RURAL DEVELOPMENT
Department of Agriculture, Land Reform and Rural Development
SALARY: R359 517 per annum (Level 08)
CENTRE: Western Cape (Cape Town)
REQUIREMENTS
Applicants must be in possession of a Grade 12 Certificate and a National Diploma in Computer Science / Information Technology (IT). Minimum of 2 years of Service Desk experience in IT service support / delivery environment supporting both hardware and software (1st level support). Sound understanding of Novell, Microsoft Active Directory, Dynamic Host Configuration Protocol (DHCP) applications. Experience in technical support environment. Job related knowledge: Information Technology Infrastructure Library (ITIL) working practices.
Advanced competency and experience in personal computing (desktop, laptops, printers, scanners) Working knowledge of Microsoft Windows XP, Windows 7 / 10 and Office 365. Working knowledge of Microsoft Office 2003, 2007, 2010, 2016. Working knowledge of NovellClient. Working knowledge of IT services desk systems e.g. Information Technology Service Management (ITSM) Remedy, HEAT, Services Desk Plus etc. Working knowledge of networks (Local Area Network (LAN) / Wide Area Network (WAN) and network equipment i.e. switches. Job related skills: Basic projects management skills. User and client orientation. Problem solving and decision-making skills. Time management skills. Broad knowledge of IT products, services and technology. Ability to communicate at all levels. Ability to work across organisational and professional boundaries. Excellent communication skills (verbal and written). Excellent interpersonal skills / telephone manner. High level of interpersonal skills, including active listening and understanding. Good organisational skills and ability to priorities workloads. Work to tight deadline / services and terminology. Follow–up and follow–through. Proactive. Self-Motivated. Patient. Innovative and Flexible.
DUTIES
- Provide IT 1st line support to all end users. Respond to incoming calls, e-mails and calls logged on Information Technology Service Management (ITSM) system regarding desktop computer, laptops iPad and cell phone problems.
- Maintain excellent verbal communication with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation. Diagnose and resolve software and hardware incidents, including operating systems across a range of software applications.
- Assist all our users with any Logged IT related incident when called upon. Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible, escalating incidents to other support teams where necessary.
- Accurately record, update and document requests using the IT service desk system. Resolve incidents in accordance with the agreed processes on a daily basis, must ensure the processes defined for the environment are compiled with.
- Troubleshoot hardware, software and network operating system. Install and configure new IT equipment. Perform Personal Computer (PC) installations, software installation and maintenance, security maintenance
(devices and software), remote access services and installation of patches on manual basis. - Develop and follow test plans for compatibility testing for hardware and software analysis and evaluation and assessment of computer equipment and if necessary, formatting of such equipment with information.
Support and ensure availability of emails services, internet services, application services on workstations and availability of connection transversal mainframe system. - Resolve incidents and upgrade different types of software and hardware (printers, copiers and scanners). Escalation incidents through automated escalation tool based on service levels and manual escalation
based on incident monitoring and tracking activities. Perform fault resolution, incidents resolution and analyse them for prioritization and trends. - Proficient at analysing and documenting customer request requirements and problem symptoms to make recommendations and implement moves, add-ons, changes and maintenance of desktop equipment. Identify and correct or advise on operational issues in client computer systems.
- Ensure proactive detection of incidents through available tools i.e. monitoring, events and alerts. Troubleshoot all technology issues. Maintain a first-class level of customer service ensuring that all customer are treated efficiently and in an appropriate manner.
- Maintain log and / or list of required repairs and maintenance. Make recommendations about purchase of technology resources. Research current and potential resources and services. Ability to plan, organise and implement desktop solutions.
- Ability to oversee workstation administration as well as repair of faults and problems on associated equipment. Pro-active monitoring and reporting of Local Area Network (LAN) and hardware problems. Ensure full compliance on the ICT governance, policies, processes, standards, procedures while executing his work.
- Report all identified risk to the Team Leader. Educate users about ICT policies such as password policy, email policy, internet policy, desktop policy etc. Implement operational guidelines for ICT standards, norms, best practices and procedures in line with national policy.
- Provide orientation to new users of existing, policies and technology. Ensure a secure environment by installation and updating of antivirus software. Ensure security measures are met and policies are adhered and Workshop ICT Policies.
ENQUIRIES: Mr. A Arendse Tel No: (021) 409 0300
APPLICATIONS: Applications can be submitted by post to: Private Bag X10, Mowbray 7710 or
hand delivered during office hours to: 14 Long Street, 5th Floor, Cape Town,
8001.
NOTE: African. Coloured, Indian and White Males and African, Coloured, Indian and
White Females and Persons with disabilities are encouraged to apply.
CLOSING DATE : 27 October 2023 at 16:00
Download Department of Agriculture, Land Reform and Rural Development Circular
