SERVICE DESK LEAD

SUMMARY:
The Service Desk Lead is responsible for overseeing the daily operations of the IT service desk team

POSITION INFO:

An established company within the financial sector is seeking to hire a highly skilled and experienced Service Desk Lead to join their team. This is an excellent opportunity for an individual with excellent verbal and written communication skills to grow their career within a reputable organisation. Your:

Education:

• Matric
• Relevant IT diploma or degree
• Minimum of 5 years’ helpdesk experience in a call center environment of which 2 years of supervisory or team lead experience within a service desk or helpdesk
• Strong technical knowledge of Office365, MS Teams, Windows OS, EntraID, VPN, etc.
• IT Certifications
• ITIL certified

Experience:

• Proficiency with service desk or ticketing systems.
• Knowledge of network and system administration.
• Customer service orientation and conflict resolution skills.
• Excellent problem-solving.

Critical Competencies:

Knowledge

• Customer centric attitude
• Proficiency in Helpdesk ticketing system
• Proficiency in Automated client software deployment solutions
• Attention to detail
• Analytical and problem solving ability
• Ability to work well in a team and also autonomously
• Professional attitude and appearance.
• Excellent organizational skills.
• Multi-tasking and time management skills, with the ability to prioritize tasks.
• Proven industry experience in enterprise monitoring solutions
• Industry experience in managing voice solutions
• Knowledge of ITSM principles.
• Familiarity with ISO 27000 standards.
• Knowledge of applicable data privacy practices and laws
• Ability to develop innovative, practical and sustainable solutions.
• Show independence and initiative in identifying and solving problems.
• Plan and prioritize tasks and work for front line support according to agreed timelines.
• Must be able to work with minimal supervision
• Highly motivated and enthusiastic

Skills

• Excellent verbal and written communication skills
• An active / empathic listener
• Excellent organisational skills with the ability to multi-task
• Ability to manage own time effectively and to be prompt and punctual
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation and ability to work under own initiative
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services

Will enable you to do the following:

Duties:

• Provide advanced technical support for hardware, software, and network-related issues.
• Overseeing the day-to-day activities of the service desk team, including scheduling, task delegation, and performance monitoring.
• Reviews the queue of incoming tickets to ensure no requests are missed and that they are being addressed according to agreed-upon timeframes.
• Assess the nature of each ticket and assign it to the appropriate team member based on their skills, workload, and the complexity of the issue.
• Act as an escalation point for complex incidents and service requests.
• Lead root cause analysis and problem management efforts to prevent recurring issues.
• Providing coaching, mentoring, and training to team members to enhance their capabilities, promoting knowledge sharing and skill development.
• Monitor service desk key performance indicators (KPIs) and service level agreements (SLAs) to ensure team performance meets organizational goals.
• Collaborate with infrastructure, application, and cybersecurity teams to resolve cross-functional issues.
• Contributing to the development and implementation of incident and problem management processes to improve service delivery.
• Participate in change management processes and ensure proper documentation and communication.
• Maintain and improve ITSM processes, including incident, request, and problem management.
• Develop and maintain knowledge base articles, SOPs, and technical documentation.
• Support IT projects, including rollouts, upgrades, and migrations.
• Identifying areas for improvement in service desk processes and contributing to the development and implementation of new solutions.
• Ensure compliance with IT policies, security standards, and regulatory requirements.