ICT Officer x2 – South African Local Government Association (SALGA)

THE CANDIDATE PROFILE

■ Strong analytical ability coupled with sound problem-solving skills;

■ Customer service orientation

■ Relationship building and Team player;

■ Strong communication and influencing skills, especially when requiring colleagues to hand over records or to use the systems correctly

■ Strong interpersonal skills

■Strong cross-cultural sensitivity relevant to local government;

■Culture fit: SALGA desires an individual who will share and buy-in, in our core values, mission and vision, demonstrating a commitment to our ethos beyond just doing the job

QUALIFICATIONS AND EXPERIENCE

■ Relevant ICT qualification at NQF 7

■ Valid Driver’s License;

■ Minimum 5 year’s relevant experience within a similar environment at a similar level of complexity;

■ Proven knowledge and experience handling ICT Support in similar environments;

■ Knowledge of Financial & SCM statutory requirements;

■ Understanding of all relevant legislation impacting on the area of ICT;

■ Knowledge of Microsoft Products: Microsoft 365, Windows 11, MS Copilot, Active Directory, Microsoft Exchange, Desktop configuration and endpoint management

KEY PORTFOLIO AND PERFORMANCE FOCUS AREAS

■ Installation and Maintenance of Desktop Computer Systems: Install and maintain operating systems and application software on desktop and laptop computers. Install and maintain computer hardware including media drives, printers, 3G card drivers, peripheral drives and the like. Test and evaluate new technology. Conduct electrical safety checks on computer equipment. Troubleshoot system and network problems, diagnosing and solving hardware or software faults.

■ Access Management: Set up new users’ accounts and profiles, alter user system details and remove past user accounts. Manage and deal with password issues.

■ User Support and Training: Provide and offer effective and efficient ICT support services for all SALGA users. Manage users calls and resolutions. Ensure daily service level agreements are met. Offer any Help Desk administration function. Provide technical support and training on the effective use of technology. Teach users some trouble shooting activities to try and deal with basic challenges independently.

■ Support to Municipalities: Develop current skills and capacity to develop the necessary skills to support municipalities. Work closely with the Municipal ICT team to participate in providing advice and support to municipalities regarding ICT Governance and Software and hardware.

■ Monitoring & Evaluation: Implement feedback mechanisms to obtain feedback re the experience and satisfaction of users. Support the Monitoring and evaluation of the quality of service provided to SALGA. Implement corrective action where quality standards are not met. Manage and resolve queries and complaints. Contribute to the evaluation and improvement of ICT service offering.

■ Draft and Compile Reports: Draft and develop activity and performance reports on call logs experienced, feedback received and deliver to Manager by the deadline and according to the agreed quality standards

■ Procurement of Hardware or Software: Liaise directly with users and Supply Chain Unit on matters related to acquisition of ICT product and services