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SERVICE DESK TEAM LEAD - 309003
SERVICE DESK TEAM LEAD
Information Technology / Web Development / Telecommunications
Wage / Salary:
R - Market Related - P/M (Per Month)
Cape Town, Western Cape
Service Desk Team Lead
Datacentrix is an integrated, service-orientated ICT systems provider that operates across the entire information value chain.
Purpose of Role:
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.
Primary Role Accountabilities:
Develops and maintains a professional working relationship with the clients and client end-users in support of the Service Delivery Manager
Able to correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact
Confirms Call resolution with end user before resolving the call on Remedy
Liaises with 3rd party vendors to resolve escalated incidents, problems and queries
Updates all tickets timeously with a complete audit trail of actions and events, follows up on escalated calls to ensure completion and feedback
Maintains service and quality levels according to standards, processes and procedures
Resolves all calls logged by end users and ensures compliance to SLA
Creating and updating Service Desk documentation
Ability to communicate oral or written feedback and technical information to all levels of end-users
Effective at achieving ticket resolution through team members
Performs a QA role for all tickets resolved
Service Desk Supervisor/Team Leader experience (2+ years)
Managed Services / Outsource working history (3+ years)
ITIL v3 Foundation Certified
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 prioritise
Own transport and driver’s licence