Information and Communications Technology (ICT) Support Officer

Information and Communications Technology (ICT) Support Officer

The incumbent is required to provide operational support functions for the ICT infrastructure of a Ministry / Department / Division under the guidance and direction of supervisors. Duties include : assisting with software development and testing under supervision; performing defined operational procedures including documentation on the ICT systems; resolving defined requests for support and routine incidents; and monitoring levels of service provided.

Duties and Responsibilities

• Designs, codes, tests, corrects and documents simple programs and assists with the implementation and testing of software under the supervision and guidance of professional staff.
• Supports the information content and publication development process, including creating draft documentation and illustrations, printing and publishing, and creating sections of technical and operational documentation.
• Interprets, executes and records test cases in accordance with project test plans and under the supervision of professional staff.
• Monitors and logs the actual service provided to users against that required by service level agreements.
• Carries out agreed operational procedures of a routine nature; and contributes to maintenance, installation and problem resolution.
• Receives and handles requests for support following agreed procedures; and responds to requests for support by providing information to enable incident resolution and allocates unresolved calls as appropriate; and maintains relevant records.
• Performs other related duties as assigned.

Knowledge

• Knowledge of computer operations functions.
• Some knowledge of the tools and techniques required for the management and control of ICT within an organisation.
• Some knowledge of project management tools and techniques.

Skills and Abilities

• Ability to communicate effectively both orally and in writing.
• Ability to operate as part of a team.
• Ability to establish and maintain effective working relationships with colleagues.
• Ability to interact with members of the public and external stakeholders.

Experience and Training

• Minimum of three (3) years of relevant technical experience.
• Training as evidenced by the possession of a recognised Associate Degree or Diploma in Computer Science, Computer Information Systems, Information Systems Management, Computer Engineering or a related area.

Information and Communications Technology Division

The ICT Division within the Ministry is a specialized department responsible for overseeing and managing information and communication technology initiatives and resources. It plays a crucial role in ensuring that the ministry leverages technology effectively to improve efficiency, communication, and data management. This Division is dedicated to implementing and maintaining digital infrastructure, cybersecurity measures, and software solutions that support the ministry's objectives and streamlineitsoperations.

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