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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