Senior Technical Support Specialist

Bebeeservicedesklead; Pretoria; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A service management company in Pretoria is seeking a Service Desk Lead to oversee daily operations. Key responsibilities include delegating tasks, providing advanced technical support, and mentoring team members. The ideal candidate should possess advanced knowledge in hardware, software, and networking, alongside experience in ITSM principles. This role emphasizes a customer-first approach and encourages skill development in a dynamic work environment.

Benefits

Dynamic work environment

Qualifications

• Proven experience in overseeing service desk operations.
• Strong problem-solving and analytical skills.
• Customer-centric attitude and teamwork.

Responsibilities

• Oversee daily service desk operations.
• Delegate tasks and monitor performance.
• Provide advanced technical support.
• Lead root cause analysis and problem management.
• Mentor and train team members.

Skills

Advanced technical knowledge of hardware

Excellent communication and interpersonal skills

Proficiency in helpdesk ticketing systems

Experience with ITSM principles

Data privacy practices

Job description

Job Description

This role oversees daily service desk operations.

Key responsibilities include task delegation, performance monitoring, and scheduling.

The ideal candidate will ensure no requests are missed, addressing them according to agreed-upon timeframes.

Provide advanced technical support for hardware, software, and network-related issues.

Assess each ticket's nature, assigning it to the appropriate team member based on their skills, workload, and complexity.

Act as an escalation point for complex incidents and service requests.

The role involves leading root cause analysis and problem management efforts to prevent recurring issues.

Additionally, coaching, mentoring, and training team members is required to enhance their capabilities and promote knowledge sharing and skill development.

This position demands a customer-centric attitude, proficiency in helpdesk ticketing systems, and excellent problem-solving abilities.

Experience with ITSM principles, ISO standards, and data privacy practices is also essential.

Key Skills and Qualifications

• Advanced technical knowledge of hardware, software, and networking.
• Excellent communication and interpersonal skills.
• Proficiency in helpdesk ticketing systems.
• Experience with ITSM principles and data privacy practices.

Benefits

• A dynamic work environment.

About Us

We value our employees' contributions and strive to create a positive work environment.

We believe in fostering a culture of continuous learning and improvement.