南平招聘

STANDARDISED JOB DESCRIPTION FOR: IT support supervisor

SECTION 1.1: Performance contract

OUTPUTS AND RESULTS

Purpose of the role

How it supports Operation’s vision, mission and strategy

We aim to setup PPS IT service center and run it by self soon. In that case, local IT will have the right to access network, server and storage which contains lots of business confidential data.

Compare to current cost and service level, it’s the best choice to own the support team. By that, we can ensure the security and allocate resources to required area.

This candidate will be the project manager of several IT projects, ie. WiFi standard, online storage, door security, data backup etc. He will also be the service center operator in future. He needs to have network and server operation knowledge. In the meantime, he will support some VIP users, like executive level if required.

Job Grade

Last date job grade approved:

Key receivers of work

PPS end users, IT manager, Pepkor IT, suppliers

REPORTING LINES

Reports to

IT manager

Direct reports

Customer

25

Understand and try best to fulfil customers’ IT requirements and expectation

Achieve “Mostly Agree” regarding IT service in IT satisfaction survey

Supplier Management

15

Manage IT suppliers, make sure the service level are met

Conduct quarterly service review with suppliers;

Ensure service KPI is met according to SLA

Operational

30

Response and resolve end user case in certain service level

Offer a stable IT service to PPS end users

Response 90% cases in 30 mins;

Resolve 80% cases in 3 workdays;

Finish new joiner’s ID and PC before on-boarding if the request is submitted to IT one week before

Operate IT service center in 98.5% availability

Product

25

Cooperate with team to implement IT projects

Finish IT projects’ deployment according to required schedule, cost and quality

Finance – Managed budget

5

Proceed IT procurement request and payment process

Follow finance policy 100% while buying IT assets;

Complete payment submission in one week after receive the goods/services and invoice

SECTION 1.2: Job incumbent requirements

EXPERIENCE, SKILLS, QUALIFICATIONS, ORGANISATIONAL KNOWLEDGE AND COMPETENCIES

EXPERIENCE

A minimum of 5 years of demonstrated work experience in IT fields

QUALIFICATIONS / EDUCATION

Diploma or higher in Information Technology or related subject

KNOW-HOW (SKILLS)

Good English and local language communication skills, written and verbal

Windows XP/7/10 Client Operating System (English & Chinese)

Desktop Applications include Microsoft Office / Exchange / Security software / Remote support software, etc

Working knowledge in L2/L3 networking, Windows AD and Office 365/Sharepoint

Experience with Cisco, Virtual server, EMC Storage

Have experience in leading nationwide projects

CCNP/PMP desirable

BEHAVIOURAL COMPETENCIES

EXTREME

HIGH

GENERAL

· Work pressure

· Responsibility and Time management

· Team player

· Passion

· Independence

· Trust

· Resourcefulness

· Ability to learn and improve

· Adaptability

· Confidence and decisiveness

· Learning orientation and change

· Negotiation

· Planning and organization

· Openness

· Succession Plan

KEY CONTACTS

EXTREME

HIGH

GENERAL

· PPS IT Team

· Suppliers

· Top management

· Pepkor IT team

· PGS sourcing team