PURPOSE
Administer the support of hardware, software and networking to all users in order to ensure the efficient operation of IT infrastructure within Fair Price.

MINIMUM REQUIREMENTS
Matric
A+
N+
MCSE Certification
Bcom or BSC IT Related Degree
5-6 years Relevant Experience
4-5 years Supervisory Level

RESPONSIBILITIES
Monitor service desk and provide 2nd and 3rd line support to users
Provide 2nd line support to technicians for backup systems, remote servers and programmes relevant to Fair Price
Monitor system usage for all sites on relevant systems
Maintain Vendor Service Level Agreements (SLA'S) to ensure certain incidents are resolved within prescribed timeframes
Monitoring and scheduling of technicians
Schedule proactive maintenance tasks for the relevant technicians
Collate stat report for all technicians logged calls monthly in order to maintain good practice
Develop and maintain operational processes and procedures
create and analyse reports to interpret all stats data on in-house log system
Assist the manager with initiating, coordinating, and enforcing new systems, policies and procedures within service desk
update service desk processes in order to ensure the service to business is within business standards
Manage all projects set out and ensure they are completed on time and tasks are distributed accordingly
Provide continuous feedback on project activities and report to the relevant stakeholders
Monitor status of project and compile project reports
Approve all leave and overtime when required on the relevant in-house system
Enhance staff retention and identify trends to reduce staff turnover with in team
performance manage and develop staff for role clarity
Ensure team members are customer focused and provide guidance, support or advice in situations where required
Fulfill various roles within the IT Projects
Effective Team management