Team Lead: Service Desk - Corporate Office - IS & T

The Building Company; George; On-site; ZAR 500,000 - 850,000; Full time

Job summary

Une entreprise de gestion de bâtiment recherche un responsable de service desk pour superviser les opérations quotidiennes et diriger une équipe. Ce poste implique la gestion des performances et l'amélioration continue des services, ainsi que la formation de nouveaux employés. le candidat idéal doit avoir une expérience démontre dans le leadership et la gestion de la satisfaction client.

Qualifications

• Expérience en gestion de service desk est essentielle.
• Compétence en leadership et formation de personnel souhaitée.
• Bonnes capacités de communication et de gestion des performances.
• Connaissance des SLA et des processus ITIL est un plus.

Responsibilities

• Gérer les opérations quotidiennes du service desk.
• Former et encadrer le personnel du service desk.
• Superviser la résolution des tickets et la satisfaction client.

Skills

Gestion des opérations

Formation et mentorat

Amélioration continue des processus

Gestion des performances

Satisfaction client

Job description

• Oversee and manage day-to-day operations of onsite service desk
• Manage service desk agents (scheduling shifts, reviewing, and rating of KPAs, leave)
• Act as service desk liaison to major business impacting initiatives
• Involvement in IT initiatives and projects to ensure service desk is aligned and ready for deployments
• Ensure the ticket lifecycle of all tickets logged with the service desk is managed in line with agreed SLA
• Driving First Call Resolution ability within the team
• Management of SLA areas of concern
• Onboarding, training, and mentoring of new Service Desk staff
• Managing of all escalation until resolution
• Reporting on service desk performance and improvement plans
• Operational management of major outages, scheduled outages and business events
• Ensure continuous improvement and development of processes and technology to meet agreed goals
• Management of customer satisfaction issues and user-feedback responses
• To uphold and promote the company values and culture