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Service Desk Team Lead – 12month contract
Job Ref
264219
Job Type
Contracting
Employer Type
Recruitment Agency
Date Added
12 Feb 2016
Expiry Date 28 Mar 2016
Expiry Date 28 Mar 2016
* There have been 10 applications to this job.
* This job has been viewed 2984 times.
Employer:
Datacentrix
Location:
South Africa
Salary:
Negotiable
Benefits:
Role details:
- - - - - - - - - - - - - -
Essential Functions of theJob:Monitor and manage the performance of Service Desk technicians who are underdirect supervision
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
Handling outage notificationsto all stakeholders and maintain ownership of outage escalations
Resolving complex problems andescalated calls to satisfactory conclusion
Serve as an escalation point for difficult problemsand complex inquiries
Liaise with different IT Services teams to ensure the most effective proceduresand solutions
Ensure all SLA target are reported and achieved, notifying the management teamof 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 and training opportunitiesfor technicians
Allocation of tasks/projects within the team, monitoring delivery and defineddeadlines
Counsel team members in accordance with the Firm’s appraisal process, includingpersonal development
Contribute to and participate in the recruitment of new team members
Ensurephone downtime is utilized 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 on multi-functionalprojects, ensuring Service Desk is represented and information communicated to relevantstakeholders
Flexibility of contact, outside normal business hours
Actively participatein the firm’s performance management and development process co-developing Annual Plans withappointed counsellor.
Analytical/Decision MakingResponsibilities:
Must be able to decide what knowledge to apply to resolve or if it needs to be escalatedto the next level.
Knowledge and Skills Requirements:
Excellent people skills, supervisory and customerservice
Able to develop working relationships with staff and management at alllevels
Excellent listening, written and verbal communication skills
Excellentorganizational and project management skills
Understanding of Service LevelAgreements
Analytical troubleshooting
Drive teamwork
Defusing issues with irateclients
Multitasking, ability to prioritise own work and that of others
Manage repetitivetasks with high accuracy
Working under pressure
Supportive ofcontinuous improvement in relation to own performance and development and that of the widerteam.
Mandatory:
Understanding of ITIL Incident Management andcoordination
Understanding of IT security and its importance
Microsoft Office 2007suite
Lotus Notes 8 – Mail and Databases
Windows XP
ActiveDirectory
Intel compatible hardware (Desktops, Laptops, Printers, Mobile Devices)
Networkingconcepts
Remote Access
Successful completion of College/University coursein Business, Computing or Information Technology
Successful completion of ITIL Foundation course orMCDST
Soft skills course completion directly relating to customer care or supervisoryroles
Good knowledge of English, both verbal and written
SupervisionResponsibilities:
Assigns personnel to appropriate operations, and evaluates their work.
Other Requirements:
Overtime may berequired as per country overtime policy
Education:
A Bachelor’s degree in Computer Science or arelated discipline, or equivalent work experience
Experience:
Mandatory:
Over 3 years’ experienceworking in an IT support environment in a senior role, working with a call management tool,responsible for hardware, software and business process requests
Over1 year working knowledge ofITIL incident management and co-ordination
Desirable:
Experience workingwith IT requirements of a global firm
Experience in a non-English speaking customerfocused role
Willnot travel will however manage SA, Botswana and Namibia
3000 users
7 Tech’s reporting to person, 2 seniorTech’s
Incident management and ITIL skills required