Role & responsibilities:
Delivery of Support Services-
- Successfully trains and leads a team of Service Desk Associates with a variety of skillsets.
- Leads the Service Desk team ensuring effective use of resources and proactively monitors performance and addresses any concerns with the team members.
- Promote IT good practice throughout the business.
- Ensure timely and effective delivery of contracted client obligations for remote services both permanent, scheduled and ad-hoc.
- Help identify and priorities the development areas.
- Previous IT Business experience in a similar function.
- To help build efficient and effective relationships between the Service Desk, entity clients, regional helpdesks and support teams.
- Experience in helpdesk/Service Desk environment.
- Escalate high priority incidents to both internal and external teams, as appropriate and professionally resolve complaints.
- Ensures the service desk remains efficient, cost effective and customer focused.
Preferred candidate profile:
Qualifications -
- Bachelor's degree in science or computers
- Foundation Certificate in ITIL (Preferred)
Skills & Experience -
- 2 to 3 year's experience within an IT support environment
Essential
- The ideal candidate should possess the working knowledge and hands-on experience on the following technical areas:
- Windows Server 2008/2012/2016
- Microsoft Office, Active directory
- Microsoft Office 365 Admin experience
- Windows Desktop 7/10
- Microsoft Exchange
- Basic Networking protocols TCP/IP
- Basic understanding of Citrix and remote workspace solutions
- Antivirus technologies
- Internet technologies (WWW FTP EMAIL TCPIP VPN
- Expertise across multiple ITSM toolsets
- Managing the E2E Incident Lifecycle, including successful delivery against core KPIs
- Monitoring and managing team workloads, schedules and shift rotation
- Planning and organizing shift rotation
- Good verbal and written communication skills (English)
- Ensuring performance levels are maintained against the targets set by the SDM
- Reporting service performance against target
- Identifying ways to deliver improved service performance to customers
Desirable
- Logical and methodical approach to working.
- Knowledge of ITIL
- Knowledge of scripting in PowerShell, batch files or VBScripts, Virtualization (Hyper-V, VMware)
Personal Aspects-
- Customer-focused approach to dealing with service and incident requests.
- Acting as primary point of contact for colleagues.
- Ability to work under pressure efficiently.
- Ability to multi-task, prioritize and manage workload.
- Leading a team to consistently deliver against a core set of KPIs.
- Excellent attention to detail and be pro-active, hardworking, and patient.
- Ability to excel both independently as well as part of a team.
- Professional punctual, reliable, trustworthy, inspires confidence.
- Applicants should have willingness toward self-improvement and continuous learning.
