Title:  ICT Service Desk Coordinator Grade D1

Overal Objective

To coordinate the management of ICT incidents and ICT service requests received from ICT users.  The incumbent is expected to closely work with the other departments within ICT Division to ensure that ICT issues and service requests are addressed within the ICT Service Level Agreements (SLAs).

Main Responsibilities

  Coordinating timely logging, updating and closure of ICT issues on daily basis.
 Facilitatating escalation of issues by timely reviewing logged ICT issues and weekly reports from ICT Support Officers.
 Facilitating meetings between solution providers and business user for timely resolution of incidents. 
 Monitoring and enforce ICT Service Level Agreements of reported incidents and ICT service requests

 Coordinating problem management processes by arranging regular meetings.
Ensuring that ICT service requests are delivered to users in time through tracking in a log.
Assisting in managing the deployment, configuration and security of desktop, laptops, mobile computing devices and peripheral devices.
Proactively managing stock levels of consumables, spares and replacement equipment.

  Managing ICT Service Desk schedules for weekdays, weekends and public holidays.

Managing workloads for ICT Support Officers for issue resolution.
Compile and submit monthly reports on performance of ICT Service Desk by last day of the month.

 Managing leave plan for team members to ensure ICT Service Desk operations are not disrupted.
Conduct performance appraisals of team members in time.

Qualifications and Experience

Bachelor’s Degree in Computer Science or Information Technology or Business Information Systems or any ICT related ICT fields
At least three (3) years’ experience in operating an ICT Service Desk in an institution

Attributes and Competencies

Excellent Analytical and problem-solving skills 
 Effective Planning and organizing skills
Good Interpersonal skills 
Excellent Communication skills 
Ability to  manage time