The IT Support team is a function of the Communications and Information Technology (CIT) division. The Team provides first level support to the Staff and Students of SIT for all CIT’s activities and full support to all EUC activities.

This role is to manage, lead, and motivate a team of helpdesk and desktop support engineer to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness.

Key Responsibilities

• To develop and maintain procedures related to monitoring, tracking, and coordination of helpdesk and end user computing support activities.
• To establish and monitor service level targets/benchmarks and measure performance against those benchmarks.
• To develop and maintain comprehensive documentation, including operations guidelines & procedures, inventory checklists, deployment guides, budget information, training guides, FAQ and support materials.
• To communicate effectively with customers and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns.
• To facilitate equipment, services, and software purchases (e.g. ITT, ITQ, RFP) and implementation; and manage inventory and licensing reconciliations.
• To support an effective and workable framework to manage and improve customer IT support experience
• To manage vendors and outsourcing contracts.
• To oversee support specialists effectively utilize helpdesk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer-focused attitude
• To track and analyse support calls and information requests to identify areas of need and create strategies to enhance end-user reliance on support personnel.
• To oversee timely delivery of quality technical support service to staff and students
• To work with IT teams and business leaders to coordinate projects, manage capacity and optimize performance, reliability and efficiency.
• To communicate fluently and provide VIP executive support to SIT Senior Management and HODs.
• To undertake projects to implement CIT/EUC related projects.
• To provide administrative and technical support for Windows, Mac, Android, IOS, and software.

Requirements

• Degree in Computer Science from a good University or equivalent.
• At least 8 years of ICT working experience in helpdesk and desktop technology support operations, including experience troubleshooting and supporting computer applications and operating systems.
• Minimum of 5 years of experience supervising technical support staff.
• Demonstrated experience with Microsoft System Centre Configuration Management, or equivalent, for workstation imaging, software patching and software distribution work.
• Excellent analytical, written, and verbal communications skills including the ability to effectively communicate technical information to non-technical users.
• Must be proactive and can work both independently and collaboratively with colleagues, end users, and with external vendors.
• To have excellent customer-service skills required and able to foster good relationships between IT and end users.
• To have the ability to work on multiple projects with multiple deliverables.
• To have good management skills particularly in project management, change management, outsourcing and contract management.
• To have strong planning and administrative skills
• To be highly proficient with Microsoft Windows and Mac OS operating systems for end-user computing devices. Advantage to have knowledge in Linux operating systems.
• To have good hardware knowledge on standard computing devices (e.g. laptops, desktops).
• To have good hardware and software knowledge on mobile computing devices (e.g. iPhone, Android phone, etc).
• To have a good combination of technical knowledge in desktops, systems & network support structures.
• Pro-active, dynamic, dedicated team player & customer-oriented.