In-house Technical Support Section Head

Grade: 2C

Job Purpose:

To enhance the provision of comprehensive technical support and problem resolution in order to ensure the continuity and efficiency of digital systems and services. This is achieved by managing daily technical support operations, maintaining and improving technical systems, and coordinating with relevant stakeholders to ensure the delivery of high-quality technical services to the department and related entities in the social sector.

Key Responsibilities:

• Oversee daily technical support operations and troubleshoot technical and digital issues, including computers, mobile devices, operating systems, applications, IT solutions, and repair for first- and second-level support for the department and related social sector entities.
• Monitor daily operational activities of digital channels, new platforms, and applications, track progress, ensure availability in coordination with relevant parties, and submit related reports.
• Ensure coordination with the Digital Transformation Department for the maintenance of digital infrastructure, cloud services, and network services.
• Provide user support for IT issues with a focus on security and access.
• Oversee the maintenance and improvement of internal technical systems such as email, telephone, and communication channels for the department and related social sector entities.
• Review network monitoring tools analysis, troubleshoot technical issues, and resolve them.
• Monitor technical risks for the department and related social sector entities and establish necessary measures and solutions to ensure business continuity in coordination with the relevant organizational units.
• Review customer satisfaction assessments regarding technical support services and provide recommendations to improve the quality of related services.