Service Desk Supervisor - Cape Town City Centre
Datacentrix
Datacentrix is seeking a Service Desk Supervisor to carry out daily administrative tasks pertaining to the management of our client’s technology hardware, including tending to escalations and producing of reports on the client’s environment. The successful candidate will report to the Regional Services Manager and be based in Cape Town. Critical Requirements - Skills, Experience and Qualifications:Matric /Grade 12 EssentialCertifications in ITIL Service ManagementTraining and Facilitation SkillsA and NAdvanced ExcelProject ManagementMS Products (MS Office suite, Outlook)Valid driver’s licence own reliable vehicleMust be willing to travel around Cape Town Central Business District from a client engagement perspective.Must have experience in Service Management, Customer Relationship building, Governance, Compliance and Internal Processes, ITIL process application, Account, financial and people management from a service delivery aspect.Responsibilities:Oversee 100% of the requests, incidents and problems. Manages and coordinates 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. Builds/obtains (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. 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. Develops 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. Keep confidential all applicant, client, and verification and company proprietary information. See Description See Description
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