Job Description

Key Responsibilities:

Responsible for the efficient and effective management of the engagement channels and the delivery of services through the IT Frontline within the Infotec Division. rendering first line technical support across the spectrum of the IT value chain, while ensuring a great user experience. Lead a Technical Frontline support team to deliver operational excellence and ensure efficient and effective service delivery according to defined Service Level Agreements in a high-volume IT service environment. Interact with internal and external customers (employee and business

).

To ensure efficient team delivery and effective first-time call resolution across all IT functions including, among others, Employee Relations, Talent Acquisition, Capability, Development, Leadership, Performance and Transformation Lead, manage, coach and develop a team Manage operations, effective use of systems and performance of the team Identify, resolve and / or escalate appropriate customer (employee or business) issues to ensure fast and efficient resolution Continuous focus on identifying risk to delivery and timeous escalation of any deviation to the Incident Manager Continuous focus on identifying and implementing opportunities for improvement within the required IT Services quality assurance framework and practices Compiling reports and data analysed to drive down call demand, increase FCR and increase productivity opportunities Input into the department strategy and initiatives

Qualification and Experience

3-5 years proven management experience in an IT Helpdesk / Service Desk environment Technical Qualification (min MCSE, A+/N+ or equivalent) ITIL V3 Foundation / other ITIL intermediate or advance certification SDI / SDM - Service Desk Analyst / Management Certified An understanding of retail operational and systems environments

Skills:

Strong people management and interpersonal skills Ability to work independently as well as in a team with minimal supervision The ability to work in a highly pressurised environment Excellent presentation skills Ability to communicate [Verbal and Written] effectively at all business levels Good analytical ability and attention to detail Mentoring and coaching skills Experience in Workforce planning and scheduling Effective planning and time management skills The ability to work flexible hours, including weekends and public holiday Available to work overtime and standby during peak trade Proficiency in MS Office applications Own reliable transport when travelling to Office or Store visits Own, stable Wi-Fi / internet connection when working from home

Behaviours:

Balances Stakeholders - effectively considers the diverse needs of various stakeholders Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner Customer Focus - understands, anticipates, and meets the needs and expectations of customers Ensures Accountability - takes accountability and ensures others are held to account on agreed upon performance targets Resourcefulness - effectively and creatively uses available resources to overcome challenges, solve problems, and achieve desired outcomes

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.

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