SUMMARY:
Opportunity available!! Our leading client in the Information Technology sector is looking to employ a Service Desk Lead to join their dynamic team in East London.
POSITION INFO:
Job Description:
Service Desk Department Services & Support to Clients - To manage the service delivery performance and ensure that high service levels are maintained.
•Business Communication – Service Level Management including Business Relationship Management, users or customers, providing excellent communication skills and “sense for people and the business owner’s needs”
•Service Desk Management – Managing Service Desk staff, their tasks, career growth and dynamic working environment. Taking care about timing of incident resolution as well as Service Desk employees’ working hours
•Service Desk Time effectiveness – Call logs resolution time. Ensuring compliance to a Client contractual obligation on response times and managing any challenges in timeframes.
•Service Desk Customer orientation – Managing the Clients experience of the Service desk and formulating approaches that balance the need to deliver vs the practical resolution of the Call logged.
•Have advanced Management aptitude
•Have advanced Administrative and logistical ability
•Have a high level of analytical & problem-solving skills
•Have a passion for solving complex business problems
•A genuine interest in providing IT Solutions & Services
•Contribute to application design and technical documentation
•Understand Business Process Analysis and Solution Design
•Provide guidance to the team
•Manage calls & timelines with development teams
•Maintain and improve existing solutions
•Maintain SOPs and Ensure software is delivered to quality standards as per SOP
•Deliver exceptional verbal and written communication skills
•Be a logical out of the box thinker
•Manage project plans
•Perform client relationship management
•Perform Deliverable management
•Compile written reports and statistics
•Engage in the Systems development life cycle
•Manage Project rollout and support client environments
Job Requirements:
•Tertiary qualification in Information Systems
•Minimum 5 years’ experience in a Senior IS related position managing projects and teams
•Minimum 2 years’ lead experience in Management role
•Strong Management Experience
•Conflict resolution and negotiation management
•Extensive Project management in IS environment
•Experience in the application of Prince II and Agile/Scrum methodology
•Deliverable management
•Client relationship management
•Resource management including HR matters
•Extensive experience in managing project performance against SLA
•Solid understanding of project finances, including Budget Control
•Ability to work as part of a team, manage team, interdependent as well as independently and submit deliverables on time and in excellent quality
•Manage the Clients service requests, incidents and queries logged
•Manage and coordinate urgent and complex support issues. Act as an escalation point for all requests and incidents.
•To develop and mature the JIRA ticket (Ticket logging system) escalation processes to ensure efficient escalation and information.
•Ensure Service Desk Consultants are trained, coached and mentored including career development.
•Setting performance standards, meeting defined metrics/benchmarks, and that standards and processes are followed to provide professional customer service.
•Provide guidance on priorities, and balance team shifts to meet the Clients requirements.
•Ensure service desk support staff correctly and professionally implement the applicable software solutions rolled out either at new customer sites or system enhancements/new features, etc. at existing customers, as well as supply professional, well-planned and executed training to end users.
•Provide additional support to Service Desk Consultants when the need arises.
•Learn and understand all Public Sector software solutions in order to supply high level customer technical support.
•Compile daily, weekly and monthly reports on Service Desk team’s productivity and ticket performance.
•Peruse and analyze JIRA customer query data in order to formulate best practice development (trend identification and solution development).
•Conduct, review and manage Customer survey feedback to improve the services, tools and support experience.
•Manage internal business unit relationships and dependencies on daily operational needs.
•Manage and control the Service Desk unit operating costs and expense budget.
•Follow up with customers/Account Managers to identify areas of improvement.
•Conduct weekly and monthly operational meetings.
•Implement initiatives that encourage an environment of innovation and continuous improvements in service delivery
•Make effective use of Jira ticket data to monitor and manage productivity of the Service Desk Consultants.
NB! This job is now closed. You can apply for other jobs by uploading your CV.
