My client whois based in Sandton is looking for a resource to provide high level technical and operationalsupport to all team membersEssential Functions of the Job:

Monitor and manage the performance of Service Desk technicians who are under directsupervision

Provide technical assistance and training of Service Desk technicians,assisting with calls when appropriate

Share useful information in the knowledgerepository, and ensure procedural information is current and accurate

Handlingoutage notifications to all stakeholders and maintain ownership of outage escalations

Resolving complex problems and escalated calls to satisfactory conclusion

Serveas an escalation point for difficult problems and complex inquiries

Liaise withdifferent IT Services teams to ensure the most effective procedures and solutions

Ensure all SLA target are reported and achieved, notifying the management team of any issues

Assist with setup of schedules, forecasts, etc, and monitor compliance andperformance

Ensure daily processes are complete – emails / voicemails /schedules / secondary tasks

Publish and review reports to identify call trends andtraining opportunities for technicians

Allocation of tasks/projects within theteam, monitoring delivery and defined deadlines

Counsel team members in accordancewith the Firm’s appraisal process, including personal development

Contributeto and participate in the recruitment of new team members

Ensure phone downtime isutilized productively, on projects or knowledge improvement

Maintain up to dateknowledge of IT Services policies and procedures relating to the Firm’s technology servicesand communicate changes as appropriate

Take ownership of outstanding issues andcommunicate to the team or other stakeholders as appropriate

Work onmulti-functional projects, ensuring Service Desk is represented and information communicated torelevant stakeholders

Flexibility of contact, outside normal business hours

Actively participate in the firm’s performance management and developmentprocess co-developing Annual Plans with appointed counsellor.


Analytical/Decision MakingResponsibilities:
Must be ableto decide what knowledge to apply to resolve or if it needs to be escalated to the nextlevel.
Knowledge and SkillsRequirements:

Excellent people skills, supervisory and customer service

Able to develop working relationships with staff and management at all levels

Excellent listening, written and verbal communication skills

Excellent organizational and project management skills

Understanding of ServiceLevel Agreements

Analytical troubleshooting

Drive teamwork

Defusing issues with irate clients

Multitasking, ability toprioritise own work and that of others

Manage repetitive tasks with highaccuracy

Working under pressure

Supportive of continuousimprovement in relation to own performance and development and that of the wider team


Mandatory:

Understanding of ITIL Incident Management and coordination

Understanding of ITsecurity and its importance

Microsoft Office 2007 suite

LotusNotes 8 – Mail and Databases

Windows XP

ActiveDirectory

Intel compatible hardware (Desktops, Laptops, Printers, MobileDevices)

Networking concepts

Remote Access

Successful completion of College/University course in Business, Computing or InformationTechnology

Successful completion of ITIL Foundation course or MCDST

Soft skills course completion directly relating to customer care or supervisory roles

Good knowledge of English, both verbal and written


Supervision Responsibilities:
Assigns personnel to appropriate operations, andevaluates their work.
OtherRequirements:
Overtime may berequired as per country overtime policy
Education:
ABachelor’s degree in Computer Science or a related discipline, or equivalent workexperience
Experience:
Mandatory:

Over 3 years’ experience working in an IT supportenvironment in a senior role, working with a call management tool, responsible for hardware,software and business process requests

Over1 year working knowledge of ITILincident management and co-ordination


Desirable:

Experience working with IT requirements of aglobal firm

Experience in a non-English speaking customer focused role