Qualification and Experience:

Matric and IT Diploma
ITIL certification
Ability to build relationships with client representatives, service providers and other areas within Service Management
MCSE 2012 certification will be an advantage
Must have a proven technical background
5 years related experience within an IT Service Desk environment
Knowledge of helpdesk operation
Proven experience in managing a high call volume Service Desk
Demonstrable experience of working in an IT Service management capacity
Proven people management skills
Experience in managing and leading a diverse Service Desk team
Excellent communication skills at all levels verbal and written
Proven ability to work independently and as a team member
Ability to be flexible and work analytically in a problem-solving environment
Excellent Interpersonal Skills
Strong supervisory, coaching and project management skills
Must display professionalism, confidence, accuracy and efficiency
Excellent customer service skills
Strong analytical, organizational, multi-tasking, and time-management skills
Excellent negotiation, influence, mediation and conflict resolution skills
Excellent business acumen and industry acumen
Proven track record in managing defined SLAs and OLAs
Sound Microsoft Office knowledge (highly competent in Microsoft Outlook, Word, Excel)

Duties and Responsibilities:

Coaching of Service Desk staff
Continuously analysing, evaluating, checking and measuring the performance of the 1st Level support staff.
Responsible for all incidents being resolved within the defined time as per agreed business SLA
Follow up with management both internally and externally with regards to service providers to ensure related queries / issues have been resolved timeously
Ensure the Service Desk staff respond to customer queries and provide feedback timeously
Actively find ways to improve customer service and encourage to act accordingly
Provide reporting to the Service Desk Manager
Conduct regular format quality checks to gauge quality of incident details and resolutions
Understanding of service management disciplines and the required deliverables.
Ensure quality and profitable services are provided by the Service Desk in accordance with the Service Catalogue and agreed SLAs and OLAs
To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
To ensure that staff are managed effectively and comply to standing processes and procedures and based on these produce output in accordance to their defined KPIs
Provide an escalation point for critical support issues
To ensure that regular pro-active measures are put into place daily/weekly/monthly to reduce potential user complaint areas
Oversees day to day Service Delivery
Management reports to be compiled on a daily/ weekly/ monthly basis
Enforcing contractual obligations
Manage incident life cycles from start to completion
Manage the data integrity of the call system
Allocate work and staff to specific job roles and outcomes
Appraise staff performance every 6 months
Defining staff objectives against KPIs
Responsible for the provision of guidance to operational staff in the creation of work processes and procedure writing
Maximising team productivity
Ensuring service delivery to the business through monitoring of SLAs
Managing and guiding staff to enable optimal service delivery
Management of escalated incidents and communication with related teams, business and external vendors
A strong commitment towards professional service delivery
The ability to work in a high-pressure environment
Excellent presentation skills and the ability to communicate effectively at all business levels
Experience in mentoring and coaching individuals
The ability to measure quality of calls logged (voice and incidents)
Good planning and time management skills
Good problem solving skills and strong attention to detail
Creates awareness of the company's strategic objectives and their alignment to the department and objectives
Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
Ensures appointments are in line with EE targets / strategy
Develops and empowers people, recognizing and rewarding value-added performance
Identify, manage and develop talent
Report to customers and management on outputs and trend analysis