- Oversee and manage day-to-day operations of onsite service desk
- Manage service desk agents (scheduling shifts, reviewing, and rating of KPAs, leave)
- Act as service desk liaison to major business impacting initiatives
- Involvement in IT initiatives and projects to ensure service desk is aligned and ready for deployments
- Ensure the ticket lifecycle of all tickets logged with the service desk is managed in line with agreed SLA
- Driving First Call Resolution ability within the team
- Management of SLA areas of concern
- Onboarding, training, and mentoring of new Service Desk staff
- Managing of all escalation until resolution
- Reporting on service desk performance and improvement plans
- Operational management of major outages, scheduled outages and business events
- Ensure continuous improvement and development of processes and technology to meet agreed goals
- Management of customer satisfaction issues and user-feedback responses
- To uphold and promote the company values and culture
Grade 12
ITIL 4 Foundation
National Senior Certificate
A+ & N+
ITIL specialist certification
5 years’ experience in a team lead position/managing a team
5 years’ experience in IT service management
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