Service Desk Team Leader

SUMMARY:
Our client, a Cybersecurity Company based in Johannesburg, is looking for an experienced Service Desk Team Leader to ensure customer satisfaction by leading the team to provide outstanding client experience.

POSITION INFO:

Minimum Requirements:

• Matric.
• 3 years experience in a relevant field.

Main responsibilities:

• Recording and documenting problems and solutions.
• Incoming incident handling in accordance with SOP.
• Team management according to KPI and problem areas.
• SD engineer coaching and supporting by performance records and assessments.
• Personnel action supervision and recommendation.
• Leave, travel and expense claim managements and approval for team members.
• Service desk team management.
• Planning, ticket assignment, escalation and dispatching.
• Updating client on their data base and regularly reviewing it.
• Ensuring accurate billing information.
• Ensuring devices are correctly named.
• Ensuring that team members follow company standards and procedures.
• For accurate billing and reporting ensure correct Work Type and Contracts are used.
• SD Engineer mentorship to help them achieve professional goals as well as personal goals.
• Be an example of great customer service.
• Ensuring workload is evenly distributed through all engineers.
• Workflow of service request management.
• Team’s timesheet revision to ensure all is accurate and up to date.
• Ticket backlog revision and management to ensure all incidents to be prioritized, scheduled and moved correctly.
• End of day check ins to note priorities of issues, handover to after hours and ensuring resolutions.
• After hour support coordination.
• Weekly team meetings to ensure ticket generation, agenda management and meeting documentation.
• Customer case management by updating cases via Autotask, SMS, call or email.

Closing Date:

Submissions for this vacancy will close on 30 August 2021, however you will still have the opportunity to submit your CV for this position till 23  September 2021.

Please Note:

Thank you for submitting your CV to Marvel Placement Consultants. We value your submission, and we try our utmost best to get back to each applicant. However, should your application be successful, we will be in contact with you. Should you not hear from us within two weeks of application, please consider your application as unsuccessful. We are however recruitment specialists and will keep your details on our database for possible future opportunities.

PoPI Act:

Please note that Marvel Placement Consultants adhere to the POPI Act (Act No. 4 of 2013: Protection of Personal Information Act, 2013). Section 9 of PoPI states that “Personal Information may only be processed if, given the purpose for which it is processed, it is adequate, relevant and not excessive”.

NB! This job is now closed. You can apply for other jobs by uploading your CV.