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Service Desk Manager - IT

Job Ref
277404
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added 17 Jan 2018
Expiry Date 3 Mar 2018
* There have been 23 applications to this job.
* This job has been viewed 2355 times.
Employer:
TriTec Talent

Location:
South Africa

Salary:
Negotiable

Benefits:


Role details:
A permanent position exists withinthe Information Technology department for an IT Service Desk & Facility Manager at our Head officein Sandton, reporting to the Head: Information Technologykey responsibilities include:- Manage Service Desk team in respect to service delivery and people development including mentoringand coaching.;- Identifying, defining, managing, monitoring and reporting on the services and SLA required tosupport and deliver the Service Desk Environment;- Setting-up, maintaining and managing Service catalogue;- Ensuring relevant SLAs are in place, managed, monitored and reported on;- Coordinating the identification and resolution of service incidents and problems and whererequired escalate to and co-ordinate resolution with third party suppliers;- Identifying and managing service improvement opportunities;- Ensuring continuous service improvement is embedded in the culture and working practices of theService Desk;- Identifying and managing the IS Service Desk services and subordinate processes, including requestfulfilment, access management, event management, incident management and problem management;- Ensuring all service management processes are documented, maintained and adhered to;- Maintaining the Problem Log and help to expedite the resolution of problems identified;- Contributing to the change management process; in particular, represent the interests of thecustomer when assessing risk and impact;- Manage the distribution of IT assets with the aim of enabling IDC employees to improve servicedelivery and customer experience;- Responsible for the general upkeep and maintenance of IT building assets to make sure that theymeet health and safety standards and legal requirements;- Manage all facilities used by IT focusing on cleanliness, power availability, properair-conditioning;- Manage the IT waste disposal;
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Role Description
A permanent position exists within the Information Technology department for an IT Service Desk &Facility Manager at our Head office in Sandton, reporting to the Head: Information Technologykey responsibilities include:- Manage Service Desk team in respect to service delivery and people development including mentoringand coaching.;- Identifying, defining, managing, monitoring and reporting on the services and SLA required tosupport and deliver the Service Desk Environment;- Setting-up, maintaining and managing Service catalogue;- Ensuring relevant SLAs are in place, managed, monitored and reported on;- Coordinating the identification and resolution of service incidents and problems and whererequired escalate to and co-ordinate resolution with third party suppliers;- Identifying and managing service improvement opportunities;- Ensuring continuous service improvement is embedded in the culture and working practices of theService Desk;- Identifying and managing the IS Service Desk services and subordinate processes, including requestfulfilment, access management, event management, incident management and problem management;- Ensuring all service management processes are documented, maintained and adhered to;- Maintaining the Problem Log and help to expedite the resolution of problems identified;- Contributing to the change management process; in particular, represent the interests of thecustomer when assessing risk and impact;- Manage the distribution of IT assets with the aim of enabling IDC employees to improve servicedelivery and customer experience;- Responsible for the general upkeep and maintenance of IT building assets to make sure that theymeet health and safety standards and legal requirements;- Manage all facilities used by IT focusing on cleanliness, power availability, properair-conditioning;- Manage the IT waste disposal;

Skills and Experience
EXPERIENCE:- 5 years in supervisory or managerial role;- Proven track record of developing a service desk team utilising ITIL processes;- Experience working in a service desk environment with at least 3 years’ experience managinga service desk team;- Experience of developing and maintaining service level agreements and operational levelagreementsQUALIFICATIONS:- Relevant IT 3-year Diploma or Degree- ITIL Certification- Microsoft qualifications



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