Assistant Director Helpdesk Specialist

Job Title:    Helpdesk Specialist

Rank: Assistant Director

Report to: Director ICT

Responsibilities: Ensures all ICT problems are documented and channelled to the appropriate support team for resolution. Ensures all problems are resolved in accordance with established procedures. Manages ICT support functions. Analyses records and service level information to identify potential improvements in the provision of service and to plan future requirements. Identifies operational resources to meet service levels.

Duties

1.    Contribute to the formulation of NRA ICT strategies and policies through advisory services to the ICT Director.

2.    Collaborate with colleagues to identify the need, determine cost and plan all ICT support services,

3.    Assist the ICT Director in setting goals, targets and performance standards for ICT operational support, and recommend tools for monitoring, evaluation and auditing.

4.    Monitor and supervise all aspects of ICT operations to ensure compliance with ICT strategies, NRA rules, regulations, policies, and standards of accountability, ethics and integrity and achievement of results.

5.    Monitor support services to ensure optimum client service and satisfaction, including liaising with all Stakeholders (internal and external) for required support.

6.    At the request of the ICT Director participate in any of the NRA’s meetings to ensure the organization’s position, interests and priorities are fully considered.

7.    Act as focal point for any ICT Support Services.

8.    Constantly monitor and analyze the operating environment to identify potential risks and take action/refer critical issues for intervention to ensure delivery of results.

9.    Closely liaise with the Technicians and Helpdesk officers to troubleshoot any issues that might cause interruption in the support services management.

10.  Foster a positive work environment, respectful of both men and women, and ensure that the highest standards of conduct are observed.

11.  In close collaboration with all ICT staff, support maintenance of a secure and reliable ICT environment.

12.  Identify opportunities for leveraging the use of IT to enhance business operations and efficiency and to facilitate knowledge management, and information sharing.

13.  Identify frequent support requests, training needs and related risks and recommend remedial and mitigation actions

14.  Contribute to the development and introduction of innovation to ensure that NRA is continually incorporating best practice approaches in ICT support services.

15.  Contribute to the dissemination and sharing of best practices and lessons learned for corporate development planning and knowledge building.

 

COMPETENCIES

1.    Ability to build effective working relationships with clients and to achieve results in a responsible and collaborative manner.

2.    Ability to communicate ideas and concept clearly and convincingly.

3.    Ability to go beyond established procedures and models and to manage complex situations to resolve issues and deliver results.

 

RECRUITMENT QUALIFICATIONS

A Master’s degree with a minimum of five years working experience in a relevant field or Bachelor’s Degree with a minimum of seven years working experience in a relevant field

1.    Experience in ICT service delivery, ICT system administration or related experience.

2.    A minimum of 3 years of leadership experience, including a proven track record in managing staff and operational systems.

 

Nationality

Candidates must be a Sierra Leonean

Remuneration and Benefits; Attractive

Closing Date-17th August, 2018.

Please send your application, attaching CV and copies of all relevant certificates to:

The Chairman, Board of Directors

National Revenue Authority

7 Bathurst Street

 

OR Email

jobs@nra.gov.sl