First Line Team Leader

 

Recruiter:

K2 Human Capital Consultancy

Job Ref:

JHB000039/LL

Date posted:

Sunday, October 16, 2022

Location:

Johannesburg, South Africa


JOB SUMMARY:
Purpose of the Position
Responsible for resolving incidents, requests, events, backups and alerts from various polling and management tools that are logged, via telephonic troubleshooting or remote support. Manage staff in order to achieve SLA and OLA Requirements and adherence to Operational Level Agreements to maintain and improve customer experience and Service Level Agreements. Understand the Service Desk Application and be able to escalate or handle escalated calls for positive results.

JOB DESCRIPTION:

    • Manage Staff in Order to Achieve SLA and OLA Requirements
      • Manage staff output on a daily, weekly, monthly basis.
      • Provide education to the team as well as guidance regarding compliance of standing processes and procedures
      • Mentor, motivate and develop staff to improve overall output across the team to recognise and reward value-added performance.
      • Hold team meetings and ensure that these are documented and recorded in a central location on a weekly basis
      • Responsible for driving SLA achievement and cultivating a culture of excellence.
      • Manage First Line Support agents along SLA and OLA timelines
      • Manage the communication amounts the internal team as well as the users
      • Provide regular feedback on SLA timelines as well as various projects underway in the Service Desk environment
      • Manage First Line Agents along clear guidelines and monitor the availability, professionalism and performance of the team.
      • Assist with the recruitment process by providing input in to appointing the correct calibre of staffPut regular Pro-Active measures in place (daily/weekly/monthly) to reduce potential user complaint areas
      Provide Support and Diagnostics Relating to Various PC/Workstation Requirements and Other Relevant Queries.
      • Analyse reported faults and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application. (Assign to the correct resolver group if unable to resolve the problem)
      • Provide support and diagnostics, assisting first, second and third Level Experts
      • Analyse the reported fault and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application.
      • Administer user profiles and access rights
      • Document in detail the resolutions and fixes used, for that corrective action to be used for future reference.
      • Assist users to copy mail to desktops and assist with ad-hoc back-ups to CD.
      • Monitor system resources in order for adequate capacity to be available to meet user requirements. Recommend preventative/corrective action
      • Troubleshoot and support users in respect of hardware and software
        Support users in the use of general software and applications support e.g. MS Office and mail
      • Maintain planned maintenance schedule of all peripherals e.g. printers and scanners
      • Provide feedback and recommend action in respect of capacity, lifecycle and cost benefits of equipment
      • Maintain network diagram and provide desktop Support to all customers Users as required
      • Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.
      • Perform desktop related work on all user based platforms
        Implement developed systems, timeously, for the Service Desk environment e.g.; trouble shooting guides, methodologies, operation manuals etc.
      • Manage systems, processes and methodologies as specified are to ensure effective monitoring, control and support of service delivery
        Manage the data integrity of the call system
      • Conduct regular testing of calls through their entire lifecycle to ensure operational efficiencies
      • Responsible for the capturing of customer requests from varied inbound sources into the Call management system.
      • Occupy all opportunities that can result in a First call resolution, in a bid to achieve the First Call resolution rate defined
      Assist With the Installation, Maintenance and Management of All Related Software and Hardware
      • Configure, set up and implement the relevant software on all PC's and workstations (including virus software)
      • Upgrade and maintain end-user software versions and equipment
      • Implement regular service packs and patches of all operating systems and associated software on desktops
      • Install, maintain and monitor virus software, download and implement updates on a regular basis.
      • Monitor installed software to check that approved software and applications are installed on PC's, including operating systems
      • Apply prescribed standards consistently when installing software e.g. regional setting, language settings etc.
      • Adhere to the Relevant Policies and Procedures
      • Apply best practice guidelines and policies, as defined by customers e.g. follows predefined configurations.
      • Adhere to all Service Desk and Client specific processes
      • Comply with all company policies and procedures i.e. will not provide unauthorised access to users
      • Administer user profiles and access rights and comply with security policies
      • Adhere to the Call Lifecycle Management Processes and Procedures
      • Follow correct business practices and fixes in order to resolve a reported fault.
      Create and Maintain Relevant Registers and Reports
      • Establish and maintain licensing register
      • Uphold licence registers, asset registers, back-up registers and files pertaining to user profiles
      • Maintain register of all PC's and associated software
      • Create and present progress reports to management as required
      Provide Professional and Efficient Communication to All Internal and External Stakeholders
      • Responsible for the Hand-over all calls to the next shift for further resolution.
      • Provide excellent service with regards to assigned incidents.
      • Communicate with relevant stakeholders in a professional and efficient manner.
      • Support and encourage effective teamwork
      • Respond to phone and email queries in a professional manner
      • Maintain customer-focus
      • Provide an escalation point for critical support issues
      • Guide the team when escalation is required and advise First Line Agents on the correct approach toward difficult
      Minimum Requirements: Work Experience
      JG 10
      • 5 years proven experience in service delivery management, of which: 1 year in creating and implementing Service Operating Processes for technical teams to improve service delivery and 2 years' Desktop Support experience.
      • Intermediate Microsoft Office knowledge (Microsoft Outlook, Word, Excel)
      • Previous experience in:
        o ISO 2000 Standard (Advantageous)
        o Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc) (Advantageous)
        o Call centre experience (Advantageous)
        o Service Desk Application (Advantageous)
      JG 11
      • 7 years' proven experience in service delivery management, of which: 2 years in creating and implementing Service Operating Processes for technical teams to improve service delivery and 3 years' Desktop Support experience.
      • Advanced Microsoft Office knowledge (highly competent in Microsoft Outlook, Word, Excel)
      • Previous Experience in:
        o ISO 2000 Standard (Advantageous)
        o COBIT 5 (Advantageous)
        o Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc) (Advantageous)
        o Call centre experience (Advantageous)
        o Service Desk Application (Advantageous)
      Minimum Requirements: Education
      JG 10
      • The latest Microsoft MCSE qualification
      • ITIL V3 Foundation certified
      • Must be able to use all Microsoft Office applications
      • Must understand the concept of an SLA and OLA
      JG 11
      • The latest Microsoft MCSE qualification
      • ITIL V3 Foundation certified
      • Must be able to use all Microsoft Office applications
      • Must understand the concept of an SLA and OLA
      • Relevant BTech degree (Advantageous)
      • Management Development training certificate (Advantageous)
      • People management & Coaching certification (Advantageous)
      • Project related certification (Advantageous)
      Behavioural Competencies Required
      • Verbal-, Non-verbal and Written Communication Skills
      • Analytical- and Critical Thinking
      • Relationship- and Alliance Building Skills/ Social Intelligence
      • Customer/ Service Orientation and Customer Intimacy
      • Managing Continuous Improvement
      • Managing Assignments and Resources
      • Time Management
      • Project/ Programme Management

 

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