First Line Support Team Leader

Description Looking for a First line support team leader that will be responsible for resolving incidents, requests, events, backups and alerts from various polling and

management tools that are logged, via telephonic troubleshooting or remote support. Manage staff in order

to achieve SLA and OLA Requirements and adherence to Operational Level Agreements to maintain and

improve customer experience and Service Level Agreements. Understand the Service Desk Application and

be able to escalate or handle escalated calls for positive results.

• Manage Staff in Order to Achieve SLA and OLA Requirements
• Provide Support and Diagnostics Relating to Various PC/Workstation Requirements and Other Relevant Queries.
• Assist With the Installation, Maintenance and Management of All Related Software and Hardware
• Adhere to the Relevant Policies and Procedures
• Create and Maintain Relevant Registers and Reports
• Provide Professional and Efficient Communication to All Internal and External Stakeholders

Lead as an Ambassador and executor of Change Act as a change management agent in periods of change to ensure continuity to operations

Manage the integration of Facilities and Infrastructure into a seamless end to end solution for

customers

Effectively communicate and embed new processes and procedures as they occur addressing or

escalating matters / concerns to the SME’s (subject matter experts) when required

Facilitate the necessary presentations, workshops or forums to ensure consistent and accurate

communication is given across one’s centre/s

Requirements 5 years proven experience in service delivery management, of which: 1 year in creating and

implementing Service Operating Processes for technical teams to improve service delivery and 2

years’ Desktop Support experience.

Intermediate Microsoft Office knowledge (Microsoft Outlook, Word, Excel)

Previous Experience In

• ISO 2000 Standard (Advantageous) o Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc)(Advantageous)o Call centre experience (Advantageous)
• Service Desk Application (Advantageous)

7 years’ proven experience in service delivery management, of which: 2 years in creating and

implementing Service Operating Processes for technical teams to improve service delivery and 3

years’ Desktop Support experience.

Advanced Microsoft Office knowledge (highly competent in Microsoft Outlook, Word, Excel)

Previous Experience In

• ISO 2000 Standard (Advantageous)
• COBIT 5 (Advantageous)
• Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc)

(Advantageous)

• Call centre experience (Advantageous)
• Service Desk Application (Advantageous)

Work Level

Mid-Level

Job Type

Permanent

Salary

Market Related

EE Position

Yes

Location

Houghton