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NATIONAL STUDENT FINANCIAL AID SCHEME (NSFAS) - SERVICE DESK MANAGER
NATIONAL STUDENT FINANCIAL AID SCHEME (NSFAS)
The following vacancy exists at NSFAS in Cape Town.
Position: Service Desk Manager
Type & Grade: Permanent Grade: 10
Vacancy No: 99 of 2019/20
Department & Unit: ICT Department
POSITION OVERVIEW:
The successful candidate for this position will be responsible for the overall management of the NSFAS ICT Service Desk.
RESPONSIBILITIES:
1.1 Fulfilling the role of Service Desk and Incident Manager which includes:
(a) Managing the Service Desk and Service Desk Administrators
(b) Taking overall responsibility for incident and service request handling on the service desk
(c) Driving the efficiency and effectiveness of the incident management process
(d) Production of statistics and management reports
(e) Making and suggesting improvements to the Incident Management and Request fulfilment processes.
(f) Managing major incidents
(g) Developing and maintaining the incident management process and procedures.
(h) Monitoring and reporting on service desk performance.
(i) Attending CAB meetings
(j) Liaising with change management
(k) ICT Communications including compiling the ICT newsletter.
(l) Driving the daily Incident and Request review meetings involving all operational staff.
(m) Ensure the ICT knowledgebase is updated and maintained.
1.2 Fulfilling the role of Request fulfilment process manager which includes:
(a) Planning and managing support for request fulfilment tools and processes
(b) Handling staff, customer and management concerns, requests, issues and enquiries
(c) Ensuring request fulfilment activities operate in line with service level targets
(d) Creating and analysing all request fulfilment reports to proactively seek improvements
(e) Ensuring all authorized service requests are being fulfilled on a timely basis
(f) Representing request fulfilment activities at CAB meetings
(g) Reviewing the initial prioritization and authorization of service requests to determine accuracy and consistency.
1.3 Ensure governance is adhered to in areas of responsibilities:
(a) Ensure the employee on and off boarding processes are adhered to at all times.
(b) Ensure security controls and access management procedures are adhered to.
(c) Work closely with the asset manager to ensure that asset management procedures are adhered to.
(d) Archiving superseded CIs
(e) Assisting in conducting configuration audits
(f) Ensure that all ICT operator Control Tests are completed in time and accurately.
(g) Identifying, recording, storing and distributing issues relating to service asset and configuration management.
(h) Ensure Service Desk and ICT Operator work procedures are up to date.
1.4 Assisting the Service Desk agents as required which duties include:
(a) 1st level of telephonic support to troubleshoot all desktop/computer problems;
(b) Log, assign, monitor and report on incidents and requests from users and timeously redirect unresolved problems to the relevant section within the department;
(c) Analysing for correct prioritization, classification and providing initial support
(d) Closing off all logged calls;
(e) Keeping users and ICT staff informed about incident progress
(f) Escalating incidents as necessary per established escalation policies
(j) Liaising with change management
(k) ICT Communications including compiling the ICT newsletter.
(l) Driving the daily Incident and Request review meetings involving all operational staff.
(m) Ensure the ICT knowledgebase is updated and maintained.
1.2 Fulfilling the role of Request fulfilment process manager which includes:
(a) Planning and managing support for request fulfilment tools and processes
(b) Handling staff, customer and management concerns, requests, issues and enquiries
(c) Ensuring request fulfilment activities operate in line with service level targets
(d) Creating and analysing all request fulfilment reports to proactively seek improvements
(e) Ensuring all authorized service requests are being fulfilled on a timely basis
(f) Representing request fulfilment activities at CAB meetings
(g) Reviewing the initial prioritization and authorization of service requests to determine accuracy and consistency.
1.3 Ensure governance is adhered to in areas of responsibilities:
(a) Ensure the employee on and off boarding processes are adhered to at all times.
(b) Ensure security controls and access management procedures are adhered to.
(c) Work closely with the asset manager to ensure that asset management procedures are adhered to.
(d) Archiving superseded CIs
(e) Assisting in conducting configuration audits
(f) Ensure that all ICT operator Control Tests are completed in time and accurately.
(g) Identifying, recording, storing and distributing issues relating to service asset and configuration management.
(h) Ensure Service Desk and ICT Operator work procedures are up to date.
1.4 Assisting the Service Desk agents as required which duties include:
(a) 1st level of telephonic support to troubleshoot all desktop/computer problems;
(b) Log, assign, monitor and report on incidents and requests from users and timeously redirect unresolved problems to the relevant section within the department;
(c) Analysing for correct prioritization, classification and providing initial support
(d) Closing off all logged calls;
(e) Keeping users and ICT staff informed about incident progress
(f) Escalating incidents as necessary per established escalation policies
DESIRED SKILLS AND EXPERIENCE
Minimum requirements:
• ITIL Foundation certification.
• Minimum of 5 years ICT experience of which there are at least 2 years as a Service Desk team leader.
• Able to work independently, as well as within a team
• Able to work under pressure and display initiative;
• Organised and able to meet deadlines.
Recommended Requirements:
• IT Diploma or equivalent qualification;
• ITIL Intermediate certification.
Core Competencies
• Excellent customer service skills.
• Good written and verbal communication skills (in English)
• MS Office 365
• Windows Active Directory administration;
• Analytical skills
• Leadership skills
• People management
Personal attributes:
• Goal-oriented
• Passionate about problem solving
• Detail focused
• Strongly people-oriented
• Professional communicator
• Self-motivated, enthusiastic, and innovative with a positive attitude.
REMUNERATION & BENEFITS
Remuneration Package: R 643 955 to R 736 280 per annum
Total Cost to Company per annum inclusive of all benefits and company contributions.
PLEASE NOTE:
Closing date: 7 August 2019
Interested applicants should send detailed Curriculum Vitae, copies of academic qualifications and names of three contactable referees to Ms. Thokozile Mnikina via email jobs@nsfas.org.za. NSFAS do not consider late applications. Staff on Leave must ensure that they check the NSFAS portals for advertised vacancies and familiarize themselves with the respective closing dates. NSFAS only corresponds with Shortlisted Candidates. If you do not hear from NSFAS within 2 months of the closing date, please consider your application unsuccessful.
** NSFAS committed to employment equity. Preference will be given to candidates who improve employment equity considerations **
10 Brodie Road, House Vincent, 2nd Floor, Wynberg, Cape Town, 7700 | Private Bag X1, Plumstead, Cape Town, 7800
Tel No.: 0800 067 327 | 021 763 3200 | Email: jobs@nsfas.org.za