Purpose of the job
To deliver End User Computing (EUC), LAN and Desktop support services within a distributed computing environment, ensuring optimal availability, reliability, and performance of ICT infrastructure within the DOD environment. The role is responsible for service delivery execution aligned to SLA targets, ITSM processes, and DOD/SITA governance frameworks, ensuring compliance with agreed service levels, policies, and operational standards.
Key Responsibility Areas
Provide 1st & 2nd line EUC, LAN and desktop support across multiple sites and locations, including onsite and remote support.
Support skills transfer and collaboration with client-based LAN support personnel (LANAs).
Install, configure, and maintain ICT equipment and systems.
Log and manage calls via ITSM, ensuring compliance with SLA response and resolution targets (MTTA/MTTR).
Resolve incidents, service requests, and problems within SLA timelines.
Ensure compliance with security policies, patching, antivirus, and access control requirement.
Support change, configuration, and asset management processes.
Maintain accurate documentation and contribute to SLA performance reporting.
Escalate and communicate issues in line with defined procedures and governance frameworks.
Qualifications and Experience
Minimum: Grade 12 PLUS National Higher Certificate in IT (NQF Level 5) with A+/N+ either as a subject of the Certificate OR as a separate certification (expiry irrelevant).
Experience: At least one-year corporate experience in an End User Support / Service Management environment, OR 1 - 2 years' experience as a Service Desk Agent with exposure to End User Computing services and related LAN infrastructure. Experience must include maintenance and support of desktops, servers, and LAN infrastructure (cabling, switches, peripherals), as well as troubleshooting hardware and software issues. Must ensure service availability in line with prescribed policies, procedures, standards, and SLA requirements, and handle incidents, service requests, and problems using ITSM tools within SLA-driven environments. Exposure to working within defined response and resolution time targets will be an added advantage.
Deadline:31st March,2026