Service Desk Team Leads

Port Elizabeth, Eastern Cape, South Africa

Job Description

R35000 - R40000 a monthA multinational FMCG company is seeking for experienced Service Desk Team Leaders with solid ITIL knowledge and proven practice ability, to work with the Company's Management Team and Service Desk Manager to deliver business goals.Job Purpose: Managing the daily operations in the IT Service Desk to ensure that all tickets are logged, managed and resolved within SLA and in accordance with defined processes and procedures, including regular and effective feedback to end users.Duties:
  • Responsible for service delivery excellence by ensuring smooth running of shifts, delivering the Service Desk OLAs, SLAs and KPI's
  • Ensure team members log and respond to tickets reported through approved internal channels
  • Manages, motivates and creates a high-performance team - ensuring that quality and SLA achievement is upheld - cultivating a culture of excellence
  • Ensure resource allocations and schedules are maintained and optimal workload balancing
  • Excellent written and verbal communication skills - able to translate complex / technical issues to meet the audience's competency level
  • Excellent negotiation, mediation and conflict resolution skills
  • Build key relationships with key IT Support staff and Vendors
  • Excellent time management and prioritization skills
  • Enforces contractual obligations, compliance to company policies and procedures, corporate governance and relevant legislation
  • Runs Daily-Health-Checks
  • Leads IT Major Incidents to enable effective resolution of IT incidents
  • Incident Management experience in a complex multi-vendor environment, using multiple systems infrastructure & applications required
  • Initiate and chair the Major Incident bridge
  • Send Major Incident Notification and Service Restoration communication
  • Monitor "key events"
  • Validate Service Restoration, and close the Major Incident
  • Act as SME (Subject Matter Expert) dedicated to the guidance and education of the team and serve as an escalation path
  • Champion Knowledge Base and associated Articles to promote self-help
  • Ensure operational procedures and practices are consistently applied. Ensure all work is carried out by the Shift is in accordance with required standards, methods and procedures
  • Produce management and operational reporting packs as agreed by the Company, including dashboards, KPI reports and service performance metrics, to illustrate service performance and support senior decision making
  • Responsible for detailed hand-over of all incidents during shift changes
  • Holds weekly one on one meetings
  • Role requires shift working on a 24x7 roster
  • At least 3 years' industry experience in a Service Desk environment is required, with working experience in a leadership and/or junior management role
  • A minimum of ITIL v3 foundation certification is required
  • Certifications such as MCP, MCSA, MCSE or CCNA would be highly beneficial
  • Previous experience with ITSM toolsets (example Ivanti Heat, BMC Remedy, ServiceNow) will be advantageous
  • A proven technical background in IT operations e.g. Desktop, Printer and/or Network equivalent support with excellent PC problem solving skills, including experience and knowledge of the following technologies:
  • Active Directory (including Basic User and Security Group Active Directory administration)
  • Antivirus / Anti-spam Systems
  • Citrix
  • Microsoft Exchange (including troubleshooting Outlook permissions, calendar sharing, delegation)
  • Microsoft Office products
  • Networking Technologies (LAN, WAN, Security)
  • O365 product suits
  • SQL or Database Administration exposure
  • Windows OS
  • Operates effectively in a service driven culture
  • People management and leadership skills - Achieves delivery through people
  • Ability to build and maintain effective Customer relationships
  • Works well under pressure
  • Strong ability to prioritize
Working Hours: Must be able to work rotational shifts including night shiftsPlease note that due to the high volume of CV's received; only shortlisted applicants will be contacted.Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position.Job Type: Full-timeSalary: R35,000.00 to R40,000.00 /monthExperience:
  • Industry's Service Desk environment: 3 years (Required)

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Job Detail

  • Job Id
  • Industry
  • Total Positions
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
  • Job Location
    Port Elizabeth, Eastern Cape, South Africa
  • Education
    Not mentioned
  • Apply By
    Sep 16, 2019
  • Job Posting Date
    Jun 18, 2019