TEMPORARY ICT OFFICER – NIPAM 99 views

Vacancy

The incumbent will report to the ICT Analyst: Application Specialist.

KEY PERFORMANCE AREAS
Support Services/Training:
 Assists in the day-to-day operation and performance of the Service Desk
 Trains users on using NIPAM’s Systems, e.g. email, audio-visuals, video conferencing etc.
 Liaises with users by phone and decides whether problems or needs are software related or a lack of understanding of procedures.
 Responds to incoming calls per priorities and agreed service levels.
 Attends to tickets logged on the Service Desk System.
Help-desk Services:
 Deals with enquiries and provide advice by phone, email, social media and drop-ins.
 Provides adequate 1st level IT support to customers
 Accurately records calls to the Information Technology Helpdesk using paper-based and
computerised systems and procedures.
 Follows-up and resolves query/problem within agreed times.
 Monitors trends of requests and problems and identifies preventative or contingency plans to
fix causes.
Fault Finding/ Fixing:
 Assists with investigating and resolving higher-level faults that occur and escalate these to the
appropriate area.
 Assists with recording incidents and resolutions using the Service Desk software.
 Assists with maintenance of the IT equipment, asset management and other record-keeping
activities.
Network and Communication Support:
 Operates, maintains and troubleshoots network systems.
 Operates and maintains audio-visuals, video conferencing and data communications systems.
 Assists users and clients with data communication systems.
 Installs computer hardware, network software, operating system software and application
software.

QUALIFICATIONS
Minimum Qualifications:
 Degree in IT or relevant qualification (NQF Level 7)