Service Desk Lead

Findojobs South Africa; Gauteng; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading company in the Scientific and Research sector is seeking a Service Desk Lead to manage its IT Service Desk operations. This position focuses on technical and ICT support, enhancing service delivery through effective team management and client relations, while ensuring adherence to performance targets.

Qualifications

• 3-5 years experience managing an IT Service Desk.
• Certified Administrator of Service Desk management Systems.
• Sound knowledge of MS Office and networking.

Responsibilities

• Manage daily operations of the service desk team.
• Oversee incident and escalation management.
• Collaborate with third-party suppliers for ICT services.

Skills

Leadership

Incident Management

Client Relationship Management

Troubleshooting

Technical Support

Education

3-year degree/diploma in IT

MCSE

Tools

HEAT

Windows Operating Systems

MS Office

Job description

Service Desk Lead (Applicable to internal candidates only)

Listing reference: minte_000256

Listing status: Online

Apply by: 25 July 2024

Position summary

Industry: Scientific, Research & Development

Job category: IT and Telecommunications

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

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

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.
• Incident and Escalation Management: Manage critical incidents, user communication, and appropriate escalations. Analyze incident trends and suggest strategies for improvement to ICT management.
• Internal Client Relationship Management and Service Reviews: Build service relationships with internal clients, conduct service reviews, and provide management with performance reports.
• 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.
• Incident Levels: Continually measure and monitor incident levels to drive down occurrences.
• 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.
• Service Desk Knowledge Management: Ensure the Service Desk utilizes appropriate knowledge management tools to provide effective service to internal clients.
• 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.).