Information Communication Technology

Transcription

1 1. POSITION DETAIL CURRENT JOB TITLE Senior Desktop Engineer JOB GRADE C3 JOB CODE DEPARTMENT DATE REVIEWED LOCATION EMPLOYMENT STATUS Information Communication Technology Rosslyn Permanent PURPOSE STATEMENT Provide support and maintain in-house computer systems, desktops, printers and peripherals. This includes installing, configuring, maintaining and troubleshooting end-user workstation hardware, software, printers and networking products. POSITION IN THE ORGANISATION LINE MANAGER ICT Services/Helpdesk Manager POSITION Senior Desktop Engineer SUBORDINATE Interns SUBORDINATE POSITIONS Please provide job titles of subordinates and total number of employees per job title (organogram can be inserted) None AIDC Senior Desktop Technician

2 2. POSITION DESCRIPTION MAIN OUTPUTS AND RESPONSIBILITIES FOR THIS POSITION (Please provide a short description under each heading/output) TIME SPENT 1. 2 nd Line Desktop Support Receives calls telephonically or via with regards to general network, applications and hardware problems / queries Assists callers with ICT problem resolution (provides 2 nd line support) Escalate to 3 rd line where necessary Retains record of references. Monitors & reviews call status Ensures Customer Satisfaction Ensures Continuous ICT Service Availability Resolves tickets and completes all the relevant fields on each Ticket Ensures that adequate information has been captured in the description of work & materials used on each Tickets 2. ICT Services Coordination Render and administer high-level ICT services to tenants and other users Optimise and maintain ICT services, systems, applications and operations, ensure minimum down-time and maximum usage, availability and application security Research and develop new products and services Project planning and implementation Back up and disaster recovery Ensure policy and procedure compliance Ensure governance Customer relationship management 3. Reporting Compile detailed reports for all user support and other services Provide regular feedback to the ICT Services/Helpdesk Manager Change control and monitoring, Incident reporting as needed Provides Managers with weekly and monthly reports 4. Back-end support Server maintenance and reporting Physical Network 1 st line support Supervise training for interns TOTAL 100 % 25% 30% 15% 30%

3 . JOB PROFILE

4 3. JOB EVALUATION CRITERIA JOB PROFILE A) KNOWLEDGE AND SKILLS FORMAL EDUCATION Grade 12 and National Diploma in IT A+ TECHNICAL/ LEGAL CERTIFICATION N+ MCSE, an advantage ITIL would be an advantage EXPERIENCE 3-4 years related experience

5 4. COMPETENCIES JOB PROFILE COMPETENCIES KNOWLEDGE SKILLS ATTRIBUTES Policies and Procedures Advanced Computer Literacy Tact Administration Systems Communication Innovation CRM Problem solving Time Management Statutory Requirements Decision making Attention to detail Information Technology Inter personal Honesty Systems Negotiation Ability to work under pressure Microsoft Suite of Products Conflict Handling Integrity Project management Presentation Patience Internet Protocols Resilience Project management Telephone Etiquette 5. OTHER SPECIAL REQUIREMENTS Own transport

6 B) DECISION MAKING What are the most regular and complex challenges in the job? Please provide a couple of examples of regular problems that need to be resolved and not ad hoc scenarios or cases. Also indicate how these problems or challenges will be resolved. Availability of resources Please name the resources utilised by the jobholder to solve problems or make decisions, e.g. the internet, manuals, policies, procedures, external resources, etc. the internet, telephone, manuals, policies, procedures, internal/external resources Please provide the typical planning cycle of the job macro as well as micro planning, e.g. macro 3 5 years and micro 1 year. Also provide examples to elaborate on the answer. Micro Daily, Weekly, Monthly How long will it normally take before the impact of the judgement calls made by the jobholder will be felt in the business? Immediate and longer What type of practices, procedures, policies, systems or outputs does the jobholder influence or change in his/her role as a Professional/Technical consultant or specialist operational, tactical or strategic? Please apply the 60/40 rule and provide examples to elaborate on the answer. Operational problems C) ACCOUNTABILITY What type of decisions can the jobholder take within his/her area of accountability and what type of decisions will typically be referred to the direct manager for sign off? Please provide a couple of examples of regular decisions/problem solving or judgement calls and not ad hoc scenarios or cases. Jobholder accountability No DoA Referral to Line Manager for approval D) COMMUNICATION

7 Please provide examples on the context, range and complexity of subject matters being communicated by the jobholder as well as the context, format and process of communication used to reach the target audience. Please refer to both verbal and written communication. (Concentrate on issues that make the communication process complex, e.g. communicating information to an audience that is not familiar with the concepts and technology, communicating to an audience that has their own opinions and the subject matter is of such a nature that no single interpretation can definitely be shown to be correct and the jobholder has to persuade the audience under these circumstances of what he/she thinks the best practice is, etc.) Verbal networking, negotiations, facilitation of discussions, engagement with stakeholders, problem solving, and the like Written internal reporting, , tickets, etc

8 APPROVED BY LINE MANGER Signature: Date: CONFIRMED BY HR Signature: Date: ACKNOWLEDGED BY INCUMBENT Signature: Date: