Sentech LTD Vacancies

To apply, click on the link at the end of the posts and all the best with your applications.

Team Leader: Service Desk

Introduction

The main purpose of the job is to manage and lead the service desk team of technicians within the Information Technology department at SENTECH. The incumbent is responsible for ensuring smooth operations of the service desk, providing exceptional customer service, ensuring that service level agreements are adhered to, and effectively resolving technical issues and inquiries received.

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Duties & Responsibilities

KEY PERFORMANCE AREAS:

Service Desk Operations

• Oversee the handling of incoming service requests, incidents, and inquiries, ensuring timely and efficient resolution.
• Monitor and analyse service desk performance metrics, identifying areas for improvement and implementing strategies to enhance service delivery.
• Develop and maintain standard operating procedures (SOPs) to streamline service desk operations and ensure consistency in service quality.

Customer Service Excellence

• Uphold high standards of customer service by ensuring prompt, courteous, and effective communication with internal and external stakeholders.
• Continuously assess feedback and implement initiatives to enhance the overall experience.
• Escalated requests resolved so that customers can work effectively.
• Met agreed SLA targets to ensure customer satisfaction.

Technical Support and Troubleshooting

• Provide technical expertise and guidance to the service desk team, assisting in the resolution of complex technical issues and challenges.
• Collaborate with the IT team to troubleshoot and resolve complex IT-related problems and escalate issues as needed.
• Stay updated with the latest technological advancements and industry trends to provide effective and innovative solutions to customers.

Performance Reporting and Analysis

• Prepare regular reports on service desk performance, including key metrics, trends, and areas of improvement.
• Analyse data to identify patterns, common issues, and potential bottlenecks, and make data driven recommendations to enhance operational efficiency.
• Present insights and recommendations to senior management.

Process Improvement and Innovation

• Continuously evaluate existing service desk processes and procedures, identifying opportunities for optimisation and enhancement.
• Propose and implement innovative strategies and technologies to improve the efficiency and effectiveness of service desk operations.
• Lead and participate in cross-functional projects aimed at enhancing overall service delivery and customer satisfaction.
• Manage daily activities of the team to ensure that agreed SLA targets are met
• Manage supplier contracts so that software and printers can be used effectively by users.
• Manage IT assets to ensure that assets are recorded, updated and controlled.
• Report incidents, service levels and problem management
• Managed software licences and hardware maintenance on end user devices
• Manage projects that does not exceed budget or agreed completion times, and are according to users’ needs
• Procured hardware, software and consumables according to users’ needs and in a timely manner when required.

Team Management and Leadership

• Supervise and mentor a team of service desk technicians, providing guidance and support as needed.
• Conduct regular performance evaluations, identify training needs, and create professional development plans for team members.
• Foster a positive and collaborative work culture, encouraging teamwork and promoting a customer-centric approach to problem-solving.
• Educate staff that are able to assist users quickly and efficiently.
• Keep abreast of new technology in the IT environment to provide support to users when they require it.

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Desired Experience & Qualification

MINIMUM REQUIREMENTS:

Qualifications:

• National Diploma in Information Technology, Computer Science or equivalent.
• Bachelor’s degree in Information Technology, Computer Science or a related field will be an added advantage.
• Certification in ITIL Foundation

Experience:

• Minimum of 5 years relevant experience in a service desk or IT support role with 3 years’ experience as a Team Leader.
• Experience within the telecommunication or IT industry will be an added advantage.
• Proven leadership experience with the ability to motivate and guide a team towards achieving set targets and objectives.
• Proven ability and experience in managing and prioritising multiple tasks in a fast-paced environment.

Knowledge:

• Knowledge of the telecommunication products, services, and technical terminology is highly advantageous.
• Knowledge of relevant industry regulations and compliance standards within South Africa.
• Knowledge of telecommunication systems and technologies.
• Knowledge on how to troubleshoot complex scenarios.

SKILLS AND COMPETENCIES:

• Managerial/ Leadership Competencies
• Customer and Commercial Insight
• Coaching and Mentoring
• Conflict Management
• Critical and Innovative Thinking
• People Management
• Performance Management
• Programme/ Project Management
• Quality Assurance and Risk Management
• Service Delivery Innovation
• Stakeholder Development & Relations

Behavioural Competencies

• Safety, Health and Environmental Knowledge
• IT User Ability
• Planning and Organising
• Project Coordination
• Reporting
• Research
• Risk Management
• Telecommunications Regulations
• Analytical Thinking
• Attention to detail
• Integrity and Professionalism
• Judgement and Decision-Making
• Learning Agility

Technical Competencies

• Records/Data Management
• IT User Support
• Service Desk and Incident Management
• Service Desk Monitoring
• Providing desktop support
• IT Asset Management
• IT Technical Support

Click here to apply

Control Room Operator

Introduction

The main purpose of the job is to maintain the safety and security of SENTECH premises, assets and infrastructure. The Control Room Operator is responsible for monitoring surveillance equipment, operating security systems, and promptly responding to any incidents or alarms. The incumbent also implement and maintain a database and administration of Radios and access equipment, provide access to employees based on the need and conduct routine inspection and surveys of the above including No. 3 Engine Room. Additionally, the incumbent will collaborate with other security personnel to ensure a comprehensive approach to security operations.

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Duties & Responsibilities

KEY PERFORMANCE AREAS:
● Validate all new / obsolete entries.
● Operation of Positive ID Access.
● Control at the Engine Room.
● Control and operation of cards / photos / photographic equipment.
● Daily inspections of security systems and equipment.
● Report any systems malfunctions to the provider.
● Coordination of periodic maintenance with the service provider and ensure that it is done, including call outs.
● Monitor systems.
● Acknowledge alarms.
● Bi-monthly system inspections.
● Daily inspections including CCTV surveillance cameras.
● Radio communication.
● VHF,UHF
● Liaison with internal and external stakeholders
● Receiving, recording and dispatching of COMMS.1. messages including other security messages from both employees and external stakeholders.
● Receiving / dispatching / recording of data, messages, COMMS.1.
● Vehicle control documentation.
● Maintaining registers for radio, access cards, and call sign allocation sheets.
● Regular updates of all Emergency numbers, including contacts during an emergency outside of working hours.
● FKP committee meeting attendance and do evaluations, assessments and audits.
● Coordinate periodic maintenance and testing of access and alarm systems, CCTVs, PA system, biometric system.
● First Aid,Firefighting, Evacuation
● Implement Control Room Lock Out procedures.
● Liaison with all Emergency Services including SAPS, SANDF, LOCAL / AREA, Disaster Management Units and internal contacts in case of emergency.
● Ensure constant flow of recorded information.
● Ensure continuous dialogue between EAC and Emergency Services.

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Desired Experience & Qualification

Qualifications:
● Matric / Grade 12 or equivalent
● Grade B PSIRA certification or Law Enforcement Officers Certificate
● Valid driver’s license and clean driving record.
● Computer literacy

Experience:
● Minimum of 3 years’ experience as Control Room Officer or Operator.
● Experience in monitoring surveillance cameras and other security equipment in the control room.
● Proficiency in operating security systems and surveillance equipment.
● Hands-on experience in troubleshooting and resolving security issues/breaches.
● Experience in using and interpreting data from security systems and equipment.
● Experience in preparing regular reports on security equipment and incidents.
● Experience in collaborating with cross-functional teams and various parties/agencies during an Emergency.

Knowledge:
● A thorough understanding of security protocols and procedures.
● Ability to effectively analyse and interpret security footage.
● Excellent verbal and written communication skills.
● Strong attention to detail and observant mindset.
● Ability to remain calm and composed under pressure.
● Knowledge of security protocols and procedures.
● Physical stamina to sit for long periods of time and monitor security feeds.
● Ability to work rotating shifts, including nights, weekends, and public holidays.
● Strong problem-solving skills and the ability to think quickly in emergency situations.
● Ability to deal with unplanned protests/unrests/strikes.
● Ability to deal/co-ordinate with various parties/agencies during an Emergency.
● Maintaining all systems/aspects of the Control Room and its peripherals.
● Make quick and correct decision in emergencies.
● Complete routine tasks whilst having to cope with unplanned interruptions.
● Detail-oriented, possesses excellent communication skills.
● Ability to remain calm in high-pressure situations

SKILLS AND COMPETENCIES:
Customer and Commercial Insight
Taking an outside-in perspective
Critical and Innovative Thinking
Direction Setting (Vision and Strategy)
People Management
Performance Management
Programme/ Project Management
Quality Assurance and Risk Management
Service Delivery Innovation
Stakeholder Development & Relations
System Thinking
Design Thinking

Behavioural Competencies:
Compliance
Safety, Health and Environmental Knowledge
IT User Ability
Organisational Understanding
Planning and Organising
Policies and Procedures
Reporting
Research
Risk Management
Ambition
Analytical Thinking
Attention to detail
Emotional Intelligence
Integrity and Professionalism
Judgement and Decision-Making

Click here to apply

Internal Audit Specialist

Introduction

The main purpose of the job is to conduct comprehensive audits and assessments of SENTECH’s operational, financial, and compliance processes. The Specialist: Internal Audit provides independent and objective evaluations, recommendations, and assurance to enhance risk management, internal controls, and governance frameworks within SENTECH.

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Duties & Responsibilities

KEY PERFORMANCE AREAS:                     

• Develop and execute comprehensive audit plans, considering risks and regulatory requirements.
• Conduct audits efficiently, adhering to established methodologies and timelines.
• Perform risk assessments and identify areas for improvement in internal controls and processes
• Utilise audit tools and techniques to gather relevant data and evidence for analysis.  Prepare detailed audit workpapers and documentation to support findings and recommendations.
• Identify, evaluate, and prioritise potential risks across operational, financial, and compliance domains.
• Collaborate with stakeholders to develop strategies for mitigating identified risks.
• Review and assess the effectiveness of existing controls in mitigating identified risks.
• Provide recommendations to strengthen controls and minimise risks within SENTECH.
• Monitor and report on the implementation of risk mitigation measures.
• Ensure adherence to relevant laws, regulations, and industry standards in audit activities.  Conduct compliance audits to verify adherence to internal policies and external regulatory requirements.
• Provide guidance on compliance matters and recommend corrective actions where necessary.
• Update audit procedures to reflect changes in regulations and ensure compliance.
• Prepare comprehensive reports outlining compliance findings and proposed actions.  Prepare clear and concise audit reports detailing findings, conclusions, and recommendations.
• Communicate audit results to management and stakeholders in a comprehensive and understandable manner.
• Facilitate discussions with management to address audit findings and implement recommendations.
• Collaborate with cross-functional teams to ensure understanding and alignment on audit outcomes.
• Document and present audit results in meetings, highlighting key areas for improvement.
• Maintain up-to-date knowledge of audit standards, regulations, and industry best practices.
• Pursue relevant certifications or training to enhance professional skills and knowledge.
• Adhere to ethical standards and professional codes of conduct in all audit activities.
• Participate in internal and external audit quality assurance initiatives
• Identify inefficiencies or weaknesses in existing processes through audits and recommend improvements.
• Collaborate with process owners to implement changes aimed at enhancing efficiency and effectiveness.
• Monitor the implementation of process improvements and assess their impact.
• Develop and maintain process documentation to ensure clarity and consistency.
• Contribute to the development of best practices and standard operating procedures within SENTECH.

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Desired Experience & Qualification

MINIMUM REQUIREMENTS:

Qualifications:

Bachelor’s degree in Accounting, Auditing.

Certified Internal Auditor (CIA) or Chartered Accountant CA(SA) Certificate as recognised by the SAICA.

Experience:

• Minimum of 8 years in conducting internal audits, risk assessments, or assurance engagements.
• Experience within the telecommunications industry will be an added advantage.
• Practical experience in evaluating and enhancing internal controls, risk identification, and mitigation strategies within an organisation.
• Demonstrated experience in financial analysis, financial statements, and assessing financial performance to identify areas for improvement or risk.
• Experience in ensuring compliance with relevant laws, regulations, and industry standards applicable to the telecommunications or relevant industry sector.
• Experience working with audit methodologies, tools, and software utilised for conducting internal audits and assessments efficiently and effectively.
• Experience working collaboratively with cross-functional teams, auditors, and stakeholders to address audit findings, implement recommendations, and improve processes.

Knowledge:

• Knowledge and understanding of audit standards, frameworks, and methodologies to conduct comprehensive and systematic internal audits.
• Knowledge of risk identification, assessment, and mitigation strategies to identify potential risks and weaknesses within operational processes.
• Knowledge of methods of analysing financial statements, assessing financial performance, and identifying areas of concern or improvement.
• Familiarity with relevant laws, regulations, and industry standards applicable to telecommunications.
• Basic understanding of IT systems, data analytics tools, and their role in auditing processes, especially in auditing IT controls and data integrity.
• Knowledge of ethical principles, corporate governance practices, and their significance in maintaining integrity within the audit function.

SKILLS AND COMPETENCIES:

• Leading Courageously
• Leading in a vuca world
• Nurturing Talent
• Winning Spirit
• Meaningful Participation
• Customer and Commercial Insight
• Taking an outside-in perspective
• Beyond Sentech
• Coaching and mentoring
• Conflict Management
• Critical and Innovative Thinking
• Direction Setting (Vision and Strategy)
• People Management
• Performance Management
• Programme/Project Management
• Quality Assurance and Risk Management
• Service Delivery Information
• Stakeholder Development and Relations
• System Thinking Design Thinking
• Behavioural Competencies
• Change Leadership
• Compliance
• Financial Awareness
• Safety, Health and Environmental Knowledge
• IT User ability
• Organisational understanding
• Planning and Organising
• Policies and Procedures
• Presentation Skills
• Project Coordination Quality Coordination
• Relationship Management
• Reporting
• Research
• Risk Management
• Telecommunications Regulations
• Communication Skills (verbal and written)
• Holding Others Accountable
• Ambition
• Analytical Thinking
• Attention to detail
• Brand and Customer Oriented Service Delivery
• Emotional Intelligence
• Judgement and Decision-Making
• Learning Agility
• Organisation Resilience
• Personal Mastery
• Result Orientation
• Strategic Thinking and Agility
• Technical Competencies
• Ethics and Fraud
• Financial Management Audit Governance, Risk and Control
• Information Technology
• Regulatory, Legal and Economic Environment Internal Audit Management
• Quality Assurance, Improvement and Innovation
• Performance Monitoring
• Research and Benchmarking
• Data Gathering and Analysis
• Digital Acumen (Financial Systems, Tools)
• Stakeholder Relations and Management
• Annual Reporting
• International Internal Audit Standards (IIA)
• Organisational Administration
• IT (Robotics/ Running the reports through the system)
• Big Data (Data analytics)

Click here to apply

We wish you all the best with your applications