Job Description

PROVIDE oversight of all requests, incidents & problems as the next Service Desk Supervisor sought by a dynamic Internet Service & Network Specialist to join its Cape Town team. You will carry out daily administrative task pertaining to the management of client's technology hardware while attending to escalations and producing reporting on the client's environment. Applicants must have Matric/Grade 12, an ITIL Certification including A+ and N+. You will require suitable work experience with Training & Facilitation skills, Advanced Excel and Project Management.DUTIES:

• Oversee 100% of the requests, incidents and problems.
• Manage and coordinate urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Develop and mature reporting and escalation processes to ensure free flowing escalations and information within the organization.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach and mentor Service Desk staff including career development.
• Oversee staff activities.
• Build/Obtain (from other Departments) training material for Support staff.
• As needed, schedule employee's times and provide backup support.
• Interact with internal and external customers.
• Provide data and reporting of trends to the team and others in ad-hoc, weekly, monthly and as needed.
• Will drive changes and develop strategies for improvement.
• Work to make Service Desk the single source of truth and service delivery channel for IT.
• Monitor and manage queueing (participating in escalated calls as needed).
• Oversee repository and ensure solutions are available to the Tech team.
• Assist with the scoping of Service and Business Level Agreements to set expectations and measure performance.
• Develop an effective and workable framework for managing and improving customer IT Support in the organization.
• Advise management on situations that may require additional client support or escalation.
• Manage process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs.
• PO review and approval.
• Review survey feedback to improve services, tools and support experience.

REQUIREMENTS:

• Matric /Grade 12 Essential.
• Certifications in ITIL Service Management.
• A+ & N+.
• Advanced Excel.
• Project Management.
• MS Products (MS Office Suite, Email).
• Training and Facilitation skills.

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