Senior Technical and User Support (MIS/IT 5)

Key Responsibilities

Maintains the Help Desk platform: 

• Manages the Unit’s Help Desk by: 
  • Logging requests/problems; 
  • Routing requests/problems to the relevant areas, where necessary, or resolving problems or responding to requests for assistance; 
  • Preparing monthly report of outstanding problems/requests to implement follow-up or corrective actions; 
  • Reviewing and revising standards and procedures as may be appropriate. 

Provides support for all areas of end user computing: 

• Performs analysis of Help Desk Logs to identify trends and make recommendations to the Director to address significant and/or recurring concerns; 
• Assists in providing training for end users by: 
  • Reviewing Help Desk Logs to identify areas of poor usage and/or abuse of the computer and/or network resources; 
  • Defining user requirements; 
  • Determining course participants; 
  • Preparing course material and handouts; 
  • Facilitating the delivery of user training 
• Monitors the activities relating to the preventative maintenance of all computer-related devices by: 
  • Ensuring the adherence of the contractor to the terms and conditions of the contract; 
  • Obtaining a schedule from the contractor and advising users of the arrival of and work to be performed by contractors’ representatives; 
  • Supervising the work of the contractor; 
  • Ensuring that defective devices are repaired, or defective parts are replaced in a timely manner; 
  • Advising the Manager, Technical and User Support or the Director if the work is unsatisfactorily done, so that the appropriate action can be taken 
• Monitors and log the movement of Computer Hardware and software by:
  • Ensuring that proper authorization for the movement of equipment from one location to another is received from Unit or Division Head; 
  • Conducting Quarterly Inventory Audit and updating Computer Inventory Database as required; 
• Monitors and log the usage of supplies such as CDs, tapes, diskettes, desktops, laptops, external hard drives, printers, scanners, peripherals, printer cartridges and other related supplies to ensure that an adequate supply is maintained. 

Supports the establishment and communication of information technology resources policy that provides guidelines for common situations and a framework by which the Ministry can cope with exceptional situations: 

• Assists with the establishment, reviewing and revision of controls and/or procedures;
• Participates in the dissemination of policy and encourage the adherence to guidelines. 

Assists with the procurement of information technology goods and services:

• Manages the activities relating to the procurement of goods and services for the Ministry /Unit by: 
  • Requesting quotation from suppliers; 
  • Liasing with the Procurement Unit and submitting quotations and requests for purchases; 
  • Ensuring that goods/services ordered is that which the Ministry/Unit receives in accordance with invoice order/specifications; 
  • Advising, in writing, all relevant persons of any discrepancies between goods/ service ordered and received;
  • Ensuring correct payment is made to supplier. 

Required Knowledge, Skills and Competencies

Core 

• Good oral and written communication skills 
• Good customer and quality focus skills 
• Good analytical thinking skills 
• Good problem-solving and decision-making skills 
• Good teamwork and co-operation skills 
• Ability to exercise good initiative and innovativeness 
• Good planning and organising skills 
• Good goal/results oriented 
• Good leadership and management skills 
• High levels of integrity and professionalism 
• Good interpersonal and people management skills 

Technical 

• Good network operating systems skills 
• Excellent knowledge of Microsoft Windows operating systems 
• Excellent knowledge of Microsoft Office applications 
• Good knowledge of Microsoft Projects 
• Excellent knowledge of Network design and maintenance 
• Excellent knowledge of Computer construction and maintenance 
• Good knowledge of Software troubleshooting and configuration 
• Good knowledge of Open Source Software 

Minimum Required Qualification and Experience

• Bachelor of Science Degree in Computer Science or related field from an accredited tertiary institution; 
• Three (3) years in a networking environment. 

Special Condition Associated with the Job

• Extensive exposure to CRT rays; 
• Required to travel island wide. 

Please note that only shortlisted applicants will be contacted.