South Africa

Information Technology Helpdesk Support

Company Technology Innovation Agency
Reference # TIA04/01/2019
Published 14/01/2019
Contract Type Permanent
Salary Market Related
Location Pretoria, Gauteng, South Africa
Technology Innovation Agency (TIA) is a talent driven and customer- centric organisation. In our endeavour to support technology innovation we would like to attract the best minds that are innovative, optimistic game changers and think beyond the obvious. Technology Innovation Agency endeavours to promote the careers of previously disadvantaged persons by applying the principles of the Employment Equity Act, as amended.

Job Purpose: To provide first line support to all IT users within the TIA regionally, relating to all IT infrastructure including desktop hardware, peripheral devices, printers, telephones and servers. Allocation and management of IT assets to TIA employees in line with the Asset management policy. Further escalation of calls to IT suppliers according to contract in place. Holistic management of the IT Configuration Management Database (CMDB) for accuracy and reliability for operations management.
Job Functions Information Technology
Industries Science & Technology
Financial Management:
•Consider cost implications when executing and rendering support services. Ensure that the function is managed according to budget

Stakeholder Management and thought leadership:
•Be customer centric and maintain positive customer experience for all IT services meeting users strategic and operational needs,
•Provide flexible and speedy response to all IT escalations for business continuity purposes,
•Maintain transparent and professional relations with external stakeholders (suppliers/ providers).

Improved processes, IT support, governance and compliance:
•Provide knowledge of all IT governance requirements ensuring adherence to operational processes,
•Ensure that communications support is provided as required
•Ensure that the lifecycle of IT assets is maintained and recorded
•Ensure monitoring and responding to audit queries for IT compliance and adherence procedures

Performance, development and integration:
•Ensure that KPAs are understood and achieved as agreed upon in the performance agreement
•Ensure the achievement and review performance against agreed performance standards.
•Live the values and culture of TIA.
•Identify and implement development opportunities to ensure continuous improvement of work effectiveness and efficiency
•Ensure that all IT assets are optimally utilised to deliver the mandate of TIA
Qualifications and Experience:
•BSc Computer Science or Bachelor’s degree in Computer Sciences or Informatics
•+3 years IT support experience or IT Helpdesk support

•Interpersonal Skills
•Problem solving skills
•Verbal and Written communication skills
•Conflict Management skills

•Information Technology helpdesk systems, IT equipment management and support, CMDB management,
•IT Best Practice Frameworks and Models (ITIL, COBIT)
Job Closing Date 18/01/2019
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