ICT Services Delivery Administrator

DESCRIPTION OF ROLE

This role will roll out, manage, and support ICT infrastructure in the company.  This entails scoping, installation, management, operation, and maintenance of proposed and installed systems hardware and software. The role ensures that all deployed ICT systems and infrastructure adhere to set organizational values, policies and practices. This role is responsible for staff help desk support for all ICT related matters. The role provides ICT technical support to staff for all hardware and software issues relating to their computing environment and consumption of ICT services for enhanced productivity.

KEY RESPONSIBILITIES

• Providing ICT systems administration supports our staff and company business operations

• Roll out, manage, and support terminal automation systems and operations

• Participation in the development and implementation of ICT policy and best practice guidelines for the department

• Ensure ICT policies and procedures of the company are enforced

• Conducting regular systems audits.

• Participating effectively in major ICT projects including system updates, upgrades, migrations, and outages.

• Manage and support cloud collaboration and productivity tools provided by the company to increase/enhance staff productivity

• Manage, monitor, and report on databases, network and system security.

• Identify evolving staff ICT needs and recommend necessary actions.

• Assign configuration of authentication and authorization of directory services.

• Perform regular security monitoring to identify any possible intrusions.

• Review daily backup operations to ensure they are done as per policy and procedures

• Manage assets, inventory, labeling and filing for end user computers and peripherals

• Run Health checks, hardware diagnostics and optimization on computers and peripheral devices such as printers, copiers and scanners to maintain optimum hardware and software performance.

• Maintain and support desktops/laptops Windows applications (MS Office Suite, Management software, accounting software), install vendor Critical and Security patches and updates

• Support computer users to ensure that all computers, software and peripherals are functioning properly including maintenances and upgrades required.

• Ensuring strong alignment to, and application of, ITIL based service management processes such as Incident, Change, Problem, Event, Release and Capacity Management.

• Investigate, troubleshoot, and resolve issues reported by staff on computing and ICT services

• Manage repair and recovery from hardware or software failures.

• Review and manage ongoing performance tuning, hardware upgrades, and resource optimization as required.

• Manage ICT vendors contracts

• Manage data center environmental and monitoring equipment therein

• Work with other business units and external clients to resolve ICT issues

• Providing management reports on weekly basis

• Participate in and contribute to ICT infrastructure and strategic technology change projects

• Engage all terminal stakeholders to ensure excellence in ICT operations and service delivery

• Continuously work with other teams to streamline internal processes to improve ICT service delivery

• Liaise with other sections/departments in the ICT delivery services and projects as well as maintain good working relations between the team and all stakeholders

• Participate in ICT solutions design reviews and network requirements for the Low-Level Design

ACADEMIC REQUIREMENTS AND EXPERIENCE

• Degree in Computer Science, IT, Engineering or a related field.

• Excellent knowledge of cloud computing and collaboration tools and environment

• Networking and/or Cloud Computing certification

• Minimum of 2 years’ experience in a busy ICT environment

KEY PERFORMANCE INDICATORS

• Excellent employee NPS on ICT services offered

• Excellent Network & Systems Availability

• Excellent data security with no data security breaches

• Asset register of all ICT staff tools

• Requests fulfilment turnaround time and accuracy

• Systems uptime and availability of 99%

• Timely systems upgrades

• Monitoring of the system’s performance

• Undertake preventive maintenance – quarterly