Job Purpose
Under the leadership and direction of the Senior Technical & User Support Officer, the Technical & User Support Officer provides technical support to include acquisition, installation, and maintenance of personal computers and software, with local area network and wide area network connections; provide installation and support of equipment connected to centralized host systems and advice to users/clients across multiple locations, platforms and technologies in MOJ.
Key Outputs:
- Helpdesk managed
- Computer equipment maintained and inventoried
- Trouble shooting procedure in place
- Computer equipment installed and repaired
- Anti-virus updated
- IT Inventory maintained
- ICT support request investigated, diagnosed & resolved
- Complex ICT issues/problems escalated
- ICT issues/problems documented
- ICT platforms configured, updated & upgraded
- Annual/Quarterly/Monthly/Periodic Reports prepared
- Advice and interpretation provided
- Individual Work plan developed
Key Responsibility Areas:
Technical/Professional Responsibilities
- Troubleshoots hardware and software issues as they arise and effect the necessary corrective actions;
- Maintains virus protection;
- Updates IT inventory upon removal/dispatch/redeployment of equipment/software;
- Logs all requests to helpdesk for IT support;
- Performs scheduled cleaning of all computing equipment in care of the users and reporting incidents of misuse;
- Promotes and ensures the use of agreed methods, tools and reference material to drive efficiency and consistency within the team;
- Analyses and reports on the performance of assigned systems and applications to guide owners in the development of business cases for necessary upgrades or decisions that will reduce issues and/or eliminate adverse impacts upon service delivery;
- Manages the first point of contact and day to day technical support to end users/clients;
- Investigates, diagnoses, resolves and recovers initial support requests and works with ICT teams/vendors on complex problems;
- Takes ownership of user problems, follows up the status of problems on behalf of the user, and communicates progress in a timely manner.
- Escalates complex ICT problems to the appropriate process owner when necessary;
- Documents problem status and resolution in tracking log/system;
- Develops, reviews and maintains support documentation to assist others in restoring services and reduce the impact of unplanned outages;
- Consults with users/clients to determine hardware, software, or system functionality issues;
- Assists in the deployment of new or upgraded software and hardware;
- Performs configuration changes, updates and upgrades, as directed;
- Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications;
- Provides user access service and on-going support of related ICT solutions;
- Provides technical support to meetings/events that include video and telephone conferencing;
- Monitors and communicates system status to internal management;
- Diagnoses and resolves user/client workstation and mobile device hardware and software issues;
- Initiates and completes outcome investigations for problems;
- Creates and implements temporary solutions until permanent solutions can be executed;
- Assists systems, application development and vendor professionals, as needed to resolve problems;
- Collaborates in the development of service level agreements and takes steps to meet or exceed targets;
- Explains service procedures to users/clients;
- Follows up in a timely manner to ensure customer satisfaction;
- Tracks and analyzes performance metrics;
- Identifies recurring and potential problems and notifies team members;
- Recommends procedures and controls for service improvements, as well as ideas for improving queue time, and first contact resolution;
- Conducts testing based on and related to user or system design specifications;
- Identifies user/client training needs based on common problems;
- Designs and provides training on new or existing functionality or services, as well as to less experienced technical support staff and end users on usage of software and equipment;
- Creates and submits documented resolution to knowledge base;
- Alerts related ICT team members about recurring problems;
- Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity.
Management/Administrative Responsibilities
- Develops Individual Work Plans based on alignment to the overall plan for the section;
- Participates in meetings, seminars, workshops and conferences as required;
- Prepares reports and programme documents as required;
- Maintains customer service principles, standards and measurements.
Human Resources Responsibilities
- Contributes to and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the Division’s and organization’s goals;
- Assists with the preparation and conducts presentations on the role of Division/Unit for the Orientation and Onboarding programme.
Other Responsibilities
- Performs all other duties and functions as may be required from time to time.
Performance Standards:
- Manage Helpdesk in accordance with established procedures and agreed timeframe
- Maintain and Inventoried Computer equipment within agreed timeframe
- Install and repair Computer equipment within agreed timeframe
- Update Anti-virus definitions within agreed timeframe
- IT Inventory maintained
- ICT support request investigated, diagnosed & resolved in accordance with established procedures agreed timeframes;
- Complex ICT issues/problems escalated in keeping with service level agreement and timeframes;
- ICT issues/problems documented analysed in keeping with agreed standards and timeframes;
- ICT platforms configured, updated & upgraded in accordance with agreed standards and timeframes;
- Technical advice and recommendations provided are sound and supported by qualitative/quantitative data;
- Individual work plans conform to established procedures and implemented accorded to establish rules;
- Reports are evidence-based and submitted in a timely manner;
- 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
- Coaching and Mentoring
- Goal/Results Oriented
- Planning and Organising
- Presentation and Reporting
- Problem Solving and Decision-making
- Resilience
- Stress Tolerance
- Technical Skills
- Use and Application of Technology
Key Competencies
- A high level of initiative and self-motivation
- Sound knowledge of standards and procedures in the development and implementation of ICT systems
- Knowledge of the local and international ICT systems environment, including standards, practices and trends
- Knowledge of standards and procedures in the installation, repair and maintenance of hardware
- Knowledge of current ICT trend;
- Demonstrates sound personal and professional integrity, reflecting high ethical and moral values
- Knowledge of Information Technology Infrastructure Library
- Knowledge of Windows operating systems
- Strong diagnostic skills and a working knowledge of current technologies
- Knowledge of Microsoft Security essentials
- Knowledge of computer hardware components
- Knowledge of common PC applications (particularly Microsoft productivity suite, Office 360) particularly issues related to scalability and management with an enterprise-wide focus
Minimum Required Education and Experience:
- Bachelor’s Degree in Computing, Computer Science, ICT, Management Information Systems, Computer Engineering, or a related discipline;
- Two (2) years related experience.
Authority:
- Recommends ICT Support strategies and initiatives
- Troubleshoot Information Technology related problems
Specific Conditions associated with the job:
- Long work hours and working on public holidays when necessary
- 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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