Service Desk Lead

Mintek Pty Ltd.; Gauteng; On-site; ZAR 30,000 - 70,000; Full time

Job summary

An established industry player in scientific research is looking for a Service Desk Lead to oversee the daily operations of their service desk team. This role is crucial for managing ICT support and ensuring timely resolution of technical issues for the entire workforce. The ideal candidate will have a strong background in IT service management, excellent leadership skills, and the ability to build effective relationships with internal clients. Join a dynamic environment where your contributions will enhance service delivery and drive continuous improvement in ICT operations.

Qualifications

• 3-5 years experience managing an IT Service Desk.
• Certified Administrator of Service Desk management System (e.g. HEAT).

Responsibilities

• Manage daily operations of the service desk team and resolve ICT-related issues.
• Build service relationships with internal clients and conduct service reviews.
• Lead and manage the Service Desk team to meet performance levels.

Skills

IT Service Desk Management

Incident Management

Client Relationship Management

Team Leadership

Troubleshooting

Communication Skills

Education

3-year degree / diploma in IT

MCSE

Tools

HEAT Service Desk Management System

Windows Operating Systems

MS Office

Job description

Service Desk Lead (Applicable to internal candidates only)

Listing reference: minte_
Listing status: Online
Apply by: 25 July

Position summary
Industry: Scientific, Research & Development
Job category: IT and Telecommunications
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes

Mintek has an exciting career opportunity for a Service Desk Lead.

The candidate will manage and oversee the daily operations of the service desk team by addressing technical and ICT support requirements and resolving ICT-related issues of the entire workforce of Mintek in a timely manner.

Responsibilities

1. Manage the ICT Service Desk: Central Ownership of Issues and Service Requests. Responsible for all incidents and service requests logged with the ICT Service Desk, tracking and progressing incidents to conclusion in line with performance targets and quality standards.
2. Incident and Escalation Management: Manage critical incidents, user communication, and appropriate escalations.
3. Analyze incident trends: Suggest strategies for improvement to ICT management.
4. Internal Client Relationship Management and Service Reviews: Build service relationships with internal clients, conduct service reviews, and provide management with performance reports.
5. Management of Third-Party Suppliers: Collaborate with third-party suppliers to ensure their performance meets ICT expectations and enables ICT to meet or exceed service levels.
6. Incident Levels: Continually measure and monitor incident levels to drive down occurrences.
7. Service Desk Incident Logging System: Identify and implement improvements to the Service Desk incident logging system, configure business rules, maintain the system, and set up reports for management.
8. Service Desk Knowledge Management: Ensure the Service Desk utilizes appropriate knowledge management tools to provide effective service to internal clients.
9. Leadership and Line Management: Lead and manage the Service Desk team, ensuring performance levels meet internal client needs and facilitating team development.

Minimum Qualifications

Minimum: 3-year degree / diploma in IT or related field
Ideal: MCSE

Experience

Minimum: 3-5 years previous experience in managing an IT Service Desk.
Certified Administrator of Service Desk management System (e.g. HEAT).
Configuration of Windows Operating Systems.
Knowledge on assembling and disassembling of computer hardware.
Troubleshooting applications and network connectivity.
Installing and configuring 3rd party applications.
Sound knowledge of MS Office.
Installation and connection of office automation devices (e.g. projectors).

Ideal: ITIL v3
Basic understanding of enterprise-wide networks (LAN & WAN architecture).
Knowledge of operational and technical problems in the administration of a specialized program (Service Desk management System e.g. HEAT).
Ability to plan, coordinate, and expedite work projects.
Ability to interpret complex rules and regulations.
Ability to communicate effectively.
Understanding and ability to use TCP / IP and associated protocols and tools (DNS, DHCP, PING, etc.).