Job Purpose:
Under the leadership and direction of the Manager, ICT Infrastructure, the Senior Technical & User Support Officer is responsible for managing a team and the operational maintenance of the MOJ’s and its subject’s ICT environment through the provision of technical support and advice to users/clients across multiple locations, platforms and technologies.
Key Outputs:
- User/client problems identified, investigated and resolved
- ICT operational processes defined and monitored
- ICT Client Support performance issues escalated
- Client support performance metrics monitored and reported
- Technical advice and interpretation provided
- Annual/Quarterly/Monthly performance reports prepared
- Individual work plans developed
- Staff coached and appraisals conducted
Key Responsibility Areas:
Technical/Professional Responsibilities
- Manages the consistent use of agreed tools and methods to address and resolve user/client identified problems in line with service level agreements;
- Defines and monitors compliance with processes for the set-up and installation of hardware, software, applications, peripherals and other ICT-based systems to agreed service levels;
- Manages the currency and validity of ICT reference materials to ensure team members are able to access and apply up-to-date solutions for known issues;
- Investigates, diagnoses, resolves and recovers initial support requests and works with ICT teams/vendors on complex problems;
- Oversees updates on issues to ensure user/client satisfaction and productivity;
- Researches trouble issues which affect multiple users/clients and recommends resolutions to issues;
- Works with ICT team and vendor technical support personnel on solutions for user/clients;
- Consults with users to determine hardware, software, or system functionality issues;
- Assesses/analyzes the need for new applications on an individual or large-scale basis to boost productivity;
- Designs and deploys client support processes and systems;
- Leads the planning, building, upgrading, and maintenance of user/client technologies;
- Creates and implements temporary solutions until permanent solutions can be executed;
- Assists systems, application development and vendor professionals as needed to resolve problems;
- Escalates performance issues with internal and/or external providers to minimize adverse impact of systems availability on business continuity;
- Partners with applicable ICT teams to ensure efficient operations within the ecosystem;
- Collaborates in the development of service level agreements with key stakeholders in the Ministry and subjects;
- Monitors service level agreements to ensure that requirements are met or exceeded;
- Develops user/client satisfaction metrics and service procedures;
- Monitors and reports against performance metrics to highlight areas where applications development, vendor relationship management or strategic infrastructure modifications are required for enhancing business performance and efficiency;
- Makes recommendations to improve performance and user/client satisfaction metrics;
- Devises mechanism to facilitate follows up in a timely manner to ensure customer satisfaction;
- Reviews tracking log to identify recurring problems, or problems affecting many user/clients;
- Develops procedures and controls for service improvements;
- Recommends solutions to common problems and updates frequently asked questions documentation;
- Conducts testing based on and related to user or system design specifications;
- Coordinates testing in collaboration with the Business Process & Application Development team members;
- Identifies user/client training needs based on common problems;
- Provides training to less experienced technical support staff and end users on usage of software and equipment;
- Develops the documentation for related processes and ensures the overall scope, quality and effectiveness of the documentation is maintained;
- Oversees the creation and modification of documentation of issue resolutions within the knowledge-base;
- Assists in root cause analysis and problem management with the Business Process & Application Development teams;
- Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity;
- Coaches and mentors less experienced staff in a specific area of expertise.
- Keeps current with the latest technologies and determine what new technology solutions and implementations will meet business and system requirements.
Management/Administrative Responsibilities
- Assists with the development of the Branch Corporate/Operational Plans, Budget and Individual Work Plans;
- Supervises preparation of reports to Manager – ICT Infrastructure, Senior Executives and other relevant stakeholders;
- Attends internal committee meetings to address User/Client Services and other executive directives as necessary;
- Represents MOJ at meetings, conferences, workshops and seminars.
- Maintains customer service principles, standards and measurements;
- Identifies and incorporates the interests and needs of customers in business process design.
Human Resources Responsibilities
- Provides leadership and guidance through effective planning, delegation, communication, training, mentoring, coaching and discipline;
- Evaluates and monitors the performance of staff in the Branch and implements appropriate strategies;
- Coordinates the development of individual work plans and recommends performance targets for the staff assigned;
- Participates in the recruitment and training of staff of the Branch;
- Recommends training, promotion and approves leave in accordance with established Human Resource Policies and Procedures;
- Identifies skills/competencies gaps and contributes to the development and succession planning for the Division to ensure adequate staff capacity;
- Monitors the performance of staff and facilitates the timely and accurate completion of the staff annual performance appraisals and other periodic reviews;
- Ensures the well-being of staff supervised;
- Effect disciplinary measures in keeping with established guidelines/practices.
Other Responsibilities
- Performs all other duties and functions as may be required from time to time.
Performance Standards:
- ICT technical & user/client problems identified, investigated and resolved in keeping with established standards and specified timeframes;
- ICT operational processes defined and monitored in accordance with agreed standards and timeframes;
- ICT technical & user support performance issues escalated in keeping with service level agreements and timeframes;
- Technical & user/client support performance metrics monitored and reported in keeping with ICT principles, practices and timeframes;
- Recommendations and or advice on ICT security matters provided are evidence-based (supported by qualitative/quantitative data) and delivered within agreed timeframes.
- Annual/Quarterly/Monthly performance reports are prepared in accordance with agreed format, are accurate and submitted on time;
- Individual Work Plans developed in conformity to established standards and within agreed timeframes;
- Staff coached and appraisals completed and submitted in accordance to agreed timeframes and standards;
- Confidentiality, integrity and professionalism displayed in the delivery of duties and interaction with staff.
Required Competencies:
Core Competencies
- Adaptability
- Compliance
- Customer and Quality Focus
- Initiative
- Integrity
- Interpersonal
- Oral Communication
- Team Work & Cooperation
- Time Management
- Written Communication
Technical/Functional Competencies
- Accountability
- Analytical thinking
- Attention to Detail
- Goal/Results Oriented
- Managing Client Interface
- Managing Resources
- Methodical
- Planning and Organising
- Presentation and Reporting
- Problem Solving and Decision-making
- Resilience
- Stress Tolerance
- Technical Skills
- Technology Management
- Technology Savvy
- Use and Application of Technology
Other Competencies
- Sound knowledge of Information Technology Infrastructure Library
- Strong diagnostic skills and a working knowledge of current technologies
- Sound knowledge of Windows operating systems
- Sound knowledge of Microsoft Security essentials
- Sound knowledge of computer hardware components
- Sound knowledge of common PC applications (particularly Microsoft productivity suite, Office 360) particularly issues related to scalability and management with an enterprise-wide focus
- Good knowledge of standards and procedures in the installation, repair and maintenance of hardware
- Sound knowledge of standards and procedures in the development and implementation of ICT systems
- Sound knowledge of the local and international ICT systems environment, including standards, practices and trends
- Good Knowledge of GOJ ICT systems (existing and emerging)
Minimum Required Education and Experience
- Bachelor’s Degree in Computing, Computer Science, ICT, Management Information Systems, Computer Engineering, or a related discipline;
- Three (3) years related experience, with at least two (2) years in an ICT Client Support/Service Desk environment.
Authority:
- Recommends new Technical & User/Client Support Solutions to enhance the Ministry’s strategic and technical capabilities;
- Engages a range of related stakeholders;
- Recommends staff appointments, promotion, recruitment, disciplinary action, leave and general welfare issues;
- Recommends relevant training and development programmes for direct reports to enhance knowledge and performance.
Specific Conditions associated with the job
- Work will be conducted in an office outfitted with standard office equipment and specialized software.
- The environment is fast paced with on-going interactions with critical stakeholders and meeting tight deadlines which will result in high degrees of pressure, on occasions.
- Will be required to travel locally perform technical tasks and to attend conferences, seminars and meetings.
The Ministry of Justice & Constitutional Affairs thanks all applicants for their interest, however only those shortlisted will be contacted.
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