SUMMARY:
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POSITION INFO:
ENVIRONMENT:
A dynamic provider of innovative Software & Systems Solutions is looking for an ICT Support Lead who will be responsible for leading and coordinating a team of ICT Support Technicians in their daily support-activities. You will actively contribute to support-activities like installing, maintaining and developing of the company ICT Infrastructure as well as engaging with suppliers/clients across all regions. Applicants will require an A+ Certification with 1-3 years relevant work experience & must have good troubleshooting skills. You will also need a valid Driver’s License and South African ID.
DUTIES:
Team leadership, policies and procedures (20%) –
- Lead, mentor, and motivate a team of ICT Support Technicians.
- Participate in upskilling Technicians by contributing to training and refresher interventions.
- Monitor interaction-records and ensure these are converted into incidents with minimal delay.
- Lead daily reviews of the teams pending list and flag tickets/incidents and ensure resolution.
- Closely monitor SLAs statuses/statistics daily; intervene immediately where SLA is impacted negatively. Moreover, investigate reasons for any breaches and collaborate with the client where reasons are valid.
- Monitor, coordinate and pre-approve team-member leave requests, with the final approval from the ICT Manager.
- Implement, maintain, manage the cascading of and adhere to all relevant policies & procedures to team members.
- Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
- You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.
Technical Support and Customer Service (20%) –
- Ensure timely and efficient resolution of service requests and incidents.
- Ensure an elevated level of customer satisfaction by delivering excellent service.
- Proactively encourage a customer service focus in the department.
- Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
- Regularly update all customers with progress-information and estimated times to completion on all escalations.
- Manage customer perceptions.
- Professionally respond to and assist with all customer queries.
- Handle customer complaints and escalations with professionalism and empathy.
- Develop and implement customer service standards and best practices.
- Monitor ServiceNow Interaction- and Incident-lists and prioritize work to meet service level targets.
- Actively contribute to the resolution of desktop IT support queries, hardware and software maintenance, including MS Windows, Office 365, printers and networking.
- Actively contribute to desktop telephony support: VoIP handsets and soft phones.
- Assist with the administration of client/server applications, supporting tools and SQL databases, which includes and are not exclusive to the following -
- Call Logging System (HEAT™)
- Accounting System (Pastel Evolution™)
- Assist with the installation, configuration, maintenance and ongoing usability of IT assets within established standards and guidelines.
- Troubleshoot, Fault-Finding and Problem solving of IT assets related incidents and problems.
- Record all ticket and support activities on the call logging system (ServiceNow).
- Perform preventative maintenance tasks within established standards and guidelines.
Operations Management and Process Improvement (20%) –
- Do daily/weekly/monthly ticket quality checks.
- Identify failure points and implement corrective measures to curtail the number of missed SLAs.
- Identify opportunities to streamline ICT processes and improve efficiency.
- Work with cross-functional teams to implement process improvements.
- Stay up to date with industry best practices and emerging technologies.
- Ensure processes and procedures are followed according to agreed service times.
- Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
- Assign calls to appropriate team member according to skills level – Call Allocation.
- Provide single point of contact for technical escalations and take ownership.
- Act as information and skills broker between agents and higher qualified and/or experienced resources.
- Escalation of problems or breaches of all calls to your manager.
- Ability to creatively address problems and follow proposed solutions through to completion.
- Identify and highlight best practices in support management through continuous assessment.
- Communicate and be the focal point for the dissemination of information from management to the team and vice versa.
Analysis and Reporting (15%) –
- Analyse and summarize reports on SLA targets.
- Compile open escalation reports daily and share with clients and management.
- Drive and implement corrective measures and resolutions ensuring open escalations are resolved.
- Participate in the investigation and resolution and reporting of once-off escalations.
- Ensure that corrective action taken for once-off escalations mitigate the recurrence of these issues.
- Trend Analysis on root causes and ticket categories, incident rates and similar.
- Compile and publish daily, weekly and monthly reports as required.
- Provide pending List feedback daily.
Performance Management (15%) –
- Conduct regular performance evaluations and provide constructive feedback.
- Manage and monitor technician timekeeping.
- Foster a collaborative and inclusive team culture.
- Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmarks.
- Conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
- Ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
- Provide quality conformance feedback weekly (but daily monitoring and policing).
- Missed SLA processing daily.
- Respond or manage response to challenges regarding Technician performance.
Training and Development (10%) –
- Identify training requirements for team members and escalate to manager.
- Provide guidance and coaching to team members.
- Update team members with any changes taking place in the ICT standards and procedures (new versions, changes, upgrades).
- Ensure all technical tips & tricks, team-specific diagnostics are created, updated, and documented weekly and as required.
REQUIREMENTS:
- A+ Qualification.
- 1-3 Years relevant work experience.
- Must have good troubleshooting skills.
- Driver’s License.
- Valid South African ID.
Advantageous -
- Linux and Windows Server knowledge.
- MCSE/MCP.
- Familiarity with ServiceNow.
- Familiarity with Service Methodologies like ITIL.
ATTRIBUTES:
- Confidentially pertaining to crucial data.
- Ability to work under pressure.
- Must be honest and trustworthy.
- Communication with Management as well as internal and external clients.
- Must be motivated and a team player.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
