Software Engineer

Johannesburg, GP, South Africa

Technical Support

R 5,000.00 - 6,000.00 (South African Rand)

ITC Worldwide's Technical Service and Support Team is seeking an ITSM Help Desk Lead to oversee our information technology help desk and incoming tickets.

Under general direction from the Manager of Infrastructure and Operations, the IT Help Desk Lead will handle incident management, strategize efficient workflows, and develop innovative solutions to enhance user experience and optimize the use of technology resources. As the primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities.

The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills.

ITC CORE VALUES

• Be Open: Be accessible, candid, collaborative and transparent in the work we do.
• Lead by Example: Commit to integrity and equity in working to meet the diverse needs of all people and communities in our region.
• Make an Impact: Effect positive and sustained outcomes that make our region thrive.
• Be Courageous: Take deliberate, bold, and purposeful risks to yield new benefits.
• Cultivate Belonging: Embrace differences, foster equity, champion inclusion, and empower all.

Responsibilities

1. Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
2. Manage all tickets in the queue and calls escalated by Tier 1 Technical Support to ensure prompt resolution or follow-up.
3. Provide updates on customer requirements and recommend solutions for device issues.
4. Perform incident management, strategize workflows, and ensure adequate staffing, including support for on-call needs.
5. Serve as liaison between team members, client management, and company management.
6. Develop help desk procedures and documentation.
7. Evaluate user satisfaction and service delivery processes for improvements.
8. Collaborate with IT and Help Desk teams to discover innovative support solutions.
9. Prepare reports on help desk metrics for management decision-making.
10. Perform other duties as assigned.

Qualifications

Well be a great match if you have:

• Experience leading teams of IT staff.
• Knowledge of call tracking and problem management software such as Jira Service Management Cloud.
• Knowledge of IT hardware and software troubleshooting.
• Knowledge of end-user hardware, software, and operating systems.
• Knowledge of help desk reporting standards.
• Ability to analyze data and communicate metrics effectively.
• Effective written and oral communication skills.
• Time management and delegation skills.
• Microsoft Certification (required):
• AZ- Administering Windows Server Hybrid Core Infrastructure
• AZ- Configuring Windows Server Hybrid Advanced Services
• AZ- Microsoft Azure Security Technologies
• SC- Microsoft Security Operations Analyst
• SC- Microsoft Information Protection Administrator
• AZ- Designing and Implementing Microsoft Azure Networking Solutions