Technical Implementation and Support
- Serve as the initial point of contact for technical issues, offering support via email, phone, in-person, or remote channels.
- Diagnose issues comprehensively to resolve problems independently or escalate to specialised teams.
- Resolve support tickets within agreed service level agreements, keeping users informed throughout the process.
- Proactively monitor and update incident logs, ensuring effective communication and coordination with stakeholders.
- Troubleshoot software, hardware, and peripherals, leveraging specialist support as needed.
- Install, maintain, and support hardware, software, and systems in alignment with infrastructure guidelines.
- Oversee equipment upgrades based on maintenance contracts and replacement plans.
- Create and present weekly reports on support activities and trends.
Execute Analysis and Design Activities
- Deliver technical assistance for ad-hoc projects, planned maintenance, and facilities management initiatives.
- Conduct first-line troubleshooting for hardware, software, integration, and security components.
- Configure, install, and maintain security software, service packs, and patches.
- Adhere to software and hardware installation specifications for optimal building infrastructure performance.
Quality management
- Utilize a variety of monitoring tools, both offensive and defensive, to monitor systems and software proactively and constantly.
- Proactively address common support challenges by identifying and raising repeat system issues with the facilities and infrastructure industry specialist
- Conduct regular reviews of the assigned infrastructure to ensure that it is configured, installed, tested, and operational.
Risk management
- Assure that incident resolution and recovery follow relevant processes and SLAs.
- Maintain standard operating procedures, quality control protocols, and security protocols.
- Comply with all facilities and Infrastructure procedures.
- Comply with all company policies and procedures.
- Adhere to the Assets Lifecycle Management Processes and Procedures.
- Support Facilities Manager with the compliance for building regulations and other legislation driven by the relevant legal authorities.
- Adhere to legislative requirements and company policies and procedures in respect of employment and safety practices
Stakeholder communication management
- Foster professional and positive engagement with users and speedy resolution of 1st line application support queries.
- Effectively handover, ensuring that no incidents are dropped, neglected, or poorly managed.
- Provide continuous feedback to internal and external stakeholders, affected parties and provide updated communication until incidents are fully closed off and no impact to the operations or facilities and infrastructure environment.
- Foster good relationships with all internal and external stakeholders.
- Provide excellent customer service for all incidents assigned.
Project and Support Delivery
- Adhere to project plans and methodology and liaise between facilitates department and relevant contractors.
- Monitor and supervise contractors on site as and when required and escalate to Facilities Manger if problems arise.
- Update project management documents with regards to:
- Project status
- Task progress
- Scope changes
- Risks
- Issues
Provide leadership to employees within the organisation, creating a winning culture and high morale
- Lead as an Ambassador and executor of Change
- Act as a change management architect in periods of change to ensure continuity to operations
- Effectively communicate and embed new processes and procedures as they occur addressing or escalating matters / concerns to the SME’s (subject matter experts) when required
- Facilitate the necessary presentations, workshops, or forums to ensure consistent and accurate communication is given across one’s centre/s
Drive the organisation culture
- Drive the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission
- Be an advocate for SBV’s Transformation and BBB-EE initiatives to ensure sustainable alignment to the company scorecard
- Provide leadership to employees within the organisation, creating a winning culture and high morale
- Initiate and lead a culture of performance driven output through shared purpose vision and values
- Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard
- Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome
