Head: IT Support and Service Delivery

This role is responsible for the maintenance and enhancement of the delivery of IT support services (end-user hardware and software and related services) and first line support to the Bank computer end-users. To manage sound vendor relations to ensure that software licensing, infrastructure, network and all related 3rd party contracts are managed appropriately. To proactively manager IT end-user complaints and ensure the achievement of the service targets agreed with Business Units.

• Manage IT resource scheduling
• Coordinates technology assessment, planning, acquisition, installation and associated training with other end-user and heads of IT & business
• Coordinate capacity management activities
• Manage 1st line support:
  • Application
  • Infrastructure
  • Data
  • Telephony
  • Networks
  • Security
  • Provide helpdesk support
  • Ensure query resolution
  • Manage IT assets
  • Manage identity and access management (Applications)
  • Monitor problem resolution

• Bachelor’s Degree in Computer Science or Information Systems or Information Technology or related fields
• ITIL Foundation
• COBIT Foundation
• Certification in A+ and N+

• Advanced knowledge of Microsoft Windows and MS Office Products
• Knowledge / Experience Service Desk Applications
• Network architecture and hardware configuration
• ITIL Foundation
• Disaster Recovery principles and processes
• SAN, WAN & LAN maintenance
• Knowledge and understanding of the principles of business, the application thereof, the opportunities within business and the seizure of such opportunities
• Sound knowledge of the different business systems, associated applications and the interrelationship between the business systems
• Advanced report writing skills (Process reports, specifications and executive summaries)
• Sound knowledge and understanding of the processes, logistical and financial, required to account for the assets of an organization
• Knowledge and understanding of the management and development of human capital in accordance with business needs and objectives
• Sound knowledge and understanding of the components of a contract and the methods and procedures to perform contract administration

1. Knowledge / Experience of supporting remote users across a decentralized branch network
2. Data Centre Operations
3. Knowledge of the PFMA
4. Budget Management Principles
5. Strong leadership, supervisory and mentoring skills
6. General knowledge of SAP, MS SQL and Internet
7. Sound knowledge of Anti-Virus solutions, VPN’s and Data Security
8. DNS, DHCP & WINS configuration
9. Managed Print Services
10. MPLS and APN Networks
11. Knowledge of supporting multiple PABX & Telephone Management systems.