Datacentrix is an integrated,service-orientated ICT systems provider that operates across the entire information value chain. Thecompany is currently looking for an exceptional Call Centre Team Leader and this comes with a lot ofpressure at timesDefinition of Responsibilities
Coaching of Service Deskstaff
Continuously analyzing, evaluating, checking and measuring the performance of the1st Level support staff.
Ensuring all relevant tools, technology, documentationetc. are available for Service Desk staff to perform at optimal levels


Shifts applicable - 8 hrs per shift x 5 days



Responsible for allincidents being resolved within the defined time as per agreed business SLA
Ensure constantcommunication with Service Desk staff
Ensure focus is given to higher priority incidentsduring attempts to restore services
Ensure escalations are managed and/ assist withescalations to management
Follow up with management both internally and externally withregards to service providers to ensure related queries / issues have been resolved timeously
Ensure that all captured incident details are of a high quality
Ensure regular feedbackis given to users with regards to quality and areas of improvement
Conduct regular formatquality checks to gauge quality of incident details and resolutions
Record quality checksconducted and submit daily reports to the Service Desk Manager


Check thatthe priority on existing incidents especially on Priority 1 incidents are correctly categorized

Provide reporting to the Service Desk Manager

Ensure the ServiceDesk staff respond to customer queries and provide feedback  timeously

Actively find ways to improve customer service and encourage to act accordingly

Ensure that Service Desk staff provide effective customer service as per agreed SLAs’ and/OLAs’


Ensure that the Incident Management process is followed as per agreedSLA’s and/ OLA’s
Education

A+ certification
N+ certification
MCSE
ITIL Foundation an advantage


ITIL Incident Managementcertification – an advantage


Experience & Skills

3-5 years relatedexperience within an IT Service Desk environment
Knowledge of helpdesk operation
Knowledge of IT best practices, industry trends and customer service
Strong mentoringand coaching ability
To ensure that systems, processes and methodologies as specified arefollowed to ensure effective monitoring, control and support of service delivery
To ensurethat staff are managed effectively and comply to standing processes and procedures and based onthese produce output in accordance to their defined KPI’s
Provide an escalation pointfor critical support issues
To ensure that regular PRO-ACTIVE measures are put into placedaily/weekly/monthly to reduce potential user complaint areas

Key Interpersonal skills
Teamwork

Responsible

Friendly

Loyal

Honest

Committed

Motivated

Self-Confident
If you fit this profile, please load your CV on the Datacentrixwebsite. To view more of Datacentrix IT jobs, go to www.datacentrix.co.za and click on‘Search Jobs'