Job Description

Support Desk Lead (JB3973)
R30 - 40 000 per month, negotiable
Durban, Kwazulu Natal
Duration: Permanent

Nestled in the UK health sector, our client provides innovative software solutions to improve and manage services.

As the Support Desk Lead, you will build, manage and improve the helpdesk function. You will be responsible for establishing best practices, processes and systems to grow and lead the support team.

Note: The position is currently remote, however our client is establishing offices in Durban. Applicants wanting to relocate are welcome to apply.

Requirements:
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Proven experience in leading a support desk or customer service team.
Strong knowledge of best practices in customer support and service desk management.
Experience in implementing and managing support systems and processes.
Excellent leadership and team management skills.
Strong problem-solving and decision-making capabilities.
Exceptional communication and interpersonal skills.
Experience in training and developing staff.
A customer-focused approach with a commitment to providing exceptional support.

Duties:
Establish and oversee the support desk function, ensuring effective operations and delivering high-quality support for users of our software.
Create and implement optimal practices, systems, and procedures for the support desk to enhance overall efficiency.
Recruit, train, and lead a proficient support team with a focus on delivering outstanding customer service.
Evaluate and monitor support interactions, offering constructive feedback and training to enhance the quality of service provided.
Introduce a knowledge base and FAQ resources for both support staff and users.
Collaborate closely with the software development team to report and track user feedback and address issues promptly.
Analyze support desk activities and generate regular metric reports, encompassing response times, issue resolution rates, and customer satisfaction.
Keep the support team well-informed about all software updates and changes.
Formulate strategies to improve the user support experience and streamline support processes.
Cultivate a culture of ongoing improvement and learning within the support team.


Please email your full comprehensive CV to resumes@kontak.catsone.com and quote JB3973 in the subject line
For full JD & to apply online https://www.kontak.co.za/vacancies.php
Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.

IMPORTANT: We specialize in specific niche fields. Regret that we are unable to provide assistance for any fields outside of this scope. Fields can be viewed on our website.

Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
Privacy: Data processed as per Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.
Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment via the client.
Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.
 

Skills Required