Job Description

ENVIRONMENT:
A dynamic provider of innovative Software & Systems Solutions is looking for an ICT Support Lead who will be responsible for leading and coordinating a team of ICT Support Technicians in their daily support-activities. You will actively contribute to support-activities like installing, maintaining and developing of the company ICT Infrastructure as well as engaging with suppliers/clients across all regions. Applicants will require an A+ Certification with 1-3 years relevant work experience & must have good troubleshooting skills. You will also need a valid Driver's License and South African ID.
DUTIES:
Team leadership, policies and procedures (20%) -

• Lead, mentor, and motivate a team of ICT Support Technicians.
• Participate in upskilling Technicians by contributing to training and refresher interventions.
• Monitor interaction-records and ensure these are converted into incidents with minimal delay.
• Lead daily reviews of the teams pending list and flag tickets/incidents and ensure resolution.
• Closely monitor SLAs statuses/statistics daily; intervene immediately where SLA is impacted negatively. Moreover, investigate reasons for any breaches and collaborate with the client where reasons are valid.
• Monitor, coordinate and pre-approve team-member leave requests, with the final approval from the ICT Manager.
• Implement, maintain, manage the cascading of and adhere to all relevant policies & procedures to team members.
• Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
• You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.

Technical Support and Customer Service (20%) -

• Ensure timely and efficient resolution of service requests and incidents.
• Ensure an elevated level of customer satisfaction by delivering excellent service.
• Proactively encourage a customer service focus in the department.
• Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
• Regularly update all customers with progress-information and estimated times to completion on all escalations.
• Manage customer perceptions.
• Professionally respond to and assist with all customer queries.
• Handle customer complaints and escalations with professionalism and empathy.
• Develop and implement customer service standards and best practices.
• Monitor ServiceNow Interaction- and Incident-lists and prioritize work to meet service level targets.
• Actively contribute to the resolution of desktop IT support queries, hardware and software maintenance, including MS Windows, Office 365, printers and networking.
• Actively contribute to desktop telephony support: VoIP handsets and soft phones.
• Assist with the administration of client/server applications, supporting tools and SQL databases, which includes and are not exclusive to the following -
• Call Logging System (HEAT(TM))
• Accounting System (Pastel Evolution(TM))
• Assist with the installation, configuration, maintenance and ongoing usability of IT assets within established standards and guidelines.
• Troubleshoot, Fault-Finding and Problem solving of IT assets related incidents and problems.
• Record all ticket and support activities on the call logging system (ServiceNow).
• Perform preventative maintenance tasks within established standards and guidelines.

Operations Management and Process Improvement (20%) -

• Do daily/weekly/monthly ticket quality checks.
• Identify failure points and implement corrective measures to curtail the number of missed SLAs.
• Identify opportunities to streamline ICT processes and improve efficiency.
• Work with cross-functional teams to implement process improvements.
• Stay up to date with industry best practices and emerging technologies.
• Ensure processes and procedures are followed according to agreed service times.
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
• Assign calls to appropriate team member according to skills level - Call Allocation.
• Provide single point of contact for technical escalations and take ownership.
• Act as information and skills broker between agents and higher qualified and/or experienced resources.
• Escalation of problems or breaches of all calls to your manager.
• Ability to creatively address problems and follow proposed solutions through to completion.
• Identify and highlight best practices in support management through continuous assessment.
• Communicate and be the focal point for the dissemination of information from management to the team and vice versa.

Analysis and Reporting (15%) -

• Analyse and summarize reports on SLA targets.
• Compile open escalation reports daily and share with clients and management.
• Drive and implement corrective measures and resolutions ensuring open escalations are resolved.
• Participate in the investigation and resolution and reporting of once-off escalations.
• Ensure that corrective action taken for once-off escalations mitigate the recurrence of these issues.
• Trend Analysis on root causes and ticket categories, incident rates and similar.
• Compile and publish daily, weekly and monthly reports as required.
• Provide pending List feedback daily.

Performance Management (15%) -

• Conduct regular performance evaluations and provide constructive feedback.
• Manage and monitor technician timekeeping.
• Foster a collaborative and inclusive team culture.
• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmarks.
• Conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
• Ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
• Provide quality conformance feedback weekly (but daily monitoring and policing).
• Missed SLA processing daily.
• Respond or manage response to challenges regarding Technician performance.

Training and Development (10%) -

• Identify training requirements for team members and escalate to manager.
• Provide guidance and coaching to team members.
• Update team members with any changes taking place in the ICT standards and procedures (new versions, changes, upgrades).
• Ensure all technical tips & tricks, team-specific diagnostics are created, updated, and documented weekly and as required.

REQUIREMENTS:

• A+ Qualification.
• 1-3 Years relevant work experience.
• Must have good troubleshooting skills.
• Driver's License.
• Valid South African ID.

Advantageous -

• Linux and Windows Server knowledge.
• MCSE/MCP.
• Familiarity with ServiceNow.
• Familiarity with Service Methodologies like ITIL.

ATTRIBUTES:

• Confidentially pertaining to crucial data.
• Ability to work under pressure.
• Must be honest and trustworthy.
• Communication with Management as well as internal and external clients.
• Must be motivated and a team player.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
Skills
ICT IT Support Troubleshooting
Industries
Information Technology (IT)

Skills Required