Duties will include but not be limited to:

Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction
Manage Service Delivery teams and monitor all procedures related to identification, prioritization, and resolution of incidents, including the tracking and coordination of service desk functions
Engage with internal stakeholders to define SLAs that take business needs and capacity into account. Implement the SLAs and measure performance against them
Lead, supervise, and motivate a team of support technicians to deliver high-quality technical support
Manage and prioritize support requests and escalate issues as necessary
Provide daily direction and communication to Team Members to ensure connect(helpdesk) tickets are answered in a timeous and efficient manner
Ensure SLAs ,OLAs and KPIs are met and regularly report on team performance
Collaborate with other departments and stakeholders to identify and resolve technical problems
Continuously improve processes and procedures to enhance the effectiveness and efficiency of the support team as well as understand and adhere to all company policies
Stay up to date with industry trends and technologies and make recommendations for updates and upgrades as needed
Provide cover 1st/2nd line level on calls and tickets that come through
Efficiently onboard new clients according to company standards
Perform all duties with strict adherence to PCI DSS, GDPR and POPI standards
Report downtime and complete incident reports when it occurs
Ensure all relevant IT equipment is asset tagged
Perform all User Management Tasks e.g processing new users, leavers and CODs

Requirements:

BSc Computer Science Degree or Diploma in IT
MCSE, CompTIA Certification or similar
ITIL Foundation certification is advantageous
Minimum 3-5 years proven management experience in an IT Service Desk / service delivery or similar role
Minimum 5 years experience in a technical IT role
Excellent technical knowledge of common desktop and network operating systems and hardware
Must have a good understanding of networking concepts e.g., IP Addressing, VLANs etc.
Excellent understanding of Microsoft applications, and Office 365 environments
Drivers license & own car

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