Service Desk Team Leader

SUMMARY:
Our external client in the Logistics sector is looking for a Service Desk Team Lead to lead, monitor and supervise the IT Service desk to achieve goals that contribute to the growth of the organization and the Customer first culture. Candidates should have at least 5 years' experience in a similar role and must be ITIL Foundation certified.

POSITION INFO:

Job Function & Responsibilities:

• Lead in the development of good customer service practices.
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
• Supervise the day-to-day activities of the RUN team and operational environment.
• Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team.
• Be responsible for the operational management of call assignments within the Service Desk team and to other parts of ICT Shared Service as appropriate.
• Undertake daily and weekly review of the First Line Service Desk call queues.
• Discover, diagnose and triage user’s problems effectively and efficiently.
• Ensure that problems and solutions are properly recorded and documented.
• Provide self-help, user guides and training to reduce support request.
• Ensure balance workload and prioritisation for the IT Service desk Team.
• Travel to company sites may occasionally be necessary for various IT projects, implementation or training.
• Ensure an ITIL MIS support process (single point of contact for Service desk, ITSM ticketing, troubleshooting, logs analyse, reporting, for users in the scope of work)
• Must be the custodian of the group norms and policies respect: Use only Business Applications/MIS services compliant with IT catalogue
• Techno watch, anticipate new technologies
• Undertake any other duties of a similar level and responsibility as may be required from time to time.

Personal Attributes

• Agile / Open-minded
• Serious
• Team Player
• Interpersonal Skills
• Integrity / Loyalty
• Flexible
• Innovative
• Decision-making
• Strong trouble shooting skills
• Problem-solving aptitude

Experience

• 5 years plus experience of working in a Service desk supervisory role

Qualifications

• Relevant IT certification/Diploma/Degree
• ITIL foundation certified
• ITIL Service and operations management certified Advantage

Deliverables:

IT Service Desk:

• KPIs / Dashboard. Frequency = WEEKLY, MONTHLY
• Weekly meeting with his/her reporting line. Frequency = WEEKLY
• Daily meeting with his team. Frequency = DAILY

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