Ict Service Supervisor

2 weeks ago

Johannesburg, Gauteng, South Africa Pink Elephant Full time

Primary Purpose of the Role


The main responsibility is to ensure service excellence in IT Service Supervisory of staff towards incident response, request fulfilment, problem management, process adherence and process improvement in day-to-day IT support activities.

A keen sense of proactive engagement to identify and improve areas of repeat incidents towards incident prevention and user satisfaction.

Communicating, escalating to management, following up and reporting on day-to-day service activities to keep IT staff fully engaged in the support priorities for the day.


Main Duties and Responsibilities

Operations

  • Daily monitoring and scheduling of work.
  • Daily monitoring of aging work and SLA adherence.
  • Daily monitoring and continuous improvement of proactive checklists.
  • Driving Department/Business/Security policy within the team
  • Clean Desk, Dress code, Security Policy etc.
  • Driving, developing, monitoring department standard operating procedures and processes
  • Incident management, Request fulfilment, Problem management, Change management, Asset management. Ensuring asset register is up to date and reported to client finance monthly.
  • Ensuring service management tool (ServiceNow) is fully understood and capabilities engaged.
  • Driving proactive problem solving, monitoring and compliance via Nexthink Digital Experience tool.
  • Creation and administration of a standby schedule
  • Reporting standby allowances to monthly payroll.
  • Maintaining adequate staff for in presence support for office schedule
  • Ensuring that a high level of service and user satisfaction is maintained. Ensuring that service escalation is attended to from inception to completion
  • Technical Escalation point for the relevant team (inland/coastal)
  • Knowledge sharing actively assessed and engaged and facilitated through ServiceNow knowledge base. Regular review of engaged knowledge articles by team for immediate updating (maintenance).
  • Identification of skills gaps within the team and planning/suggesting/scheduling training both internal and outsourced training
  • Ensuring that a VIP service is always available and operating as required for accelerated service delivery.
  • Conduct service satisfaction surveys (>30% engagement).


 Human Resource Management
  • Leave, Absenteeism, Team performance improvement, Engagement monitoring, Misconduct matters.
  • Structured meeting attendance and engagement (Agenda's defined)
  • Facilitate weekly team meetings/standups
  • National monthly team meeting (Combined inland and coastal staff)
  • Daily catchups (nonmandatory for experienced staff but mandatory for all interns nationally)
  • Monthly service line meetings (All Service lines
  • HOD's or Champions)

Procurement & Asset Management

  • Approve procurement within defined approval level.
  • Ensure that all procurement have the necessary motivations, budgetary breakdowns and approvals from the relevant HOD's and recorded into the ICT asset register at delivery, movement, transfer and handover.
  • Monitor ICT contingency stock and ensure that stock is always at required availability levels.
  • Engage bulk purchase processes jointly with the procurement department. Identifying the correct specification of hardware/software. Identifying the relevant vendors, liaising with HOD's/P&C for relevant quantities, providing procurement proposal inputs where required.
  • Ensure that asset disposals SOP's are followed diligently
  • Data destruction\HDD formatting to factory default, assets disposal lists and certificates filed on ICT library and sent to finance etc.
  • Ensure ICT storerooms are maintained in a formal and logical manner. Stock availability records, "in and out registers, loan allocation registers, contingency register etc.
  • Ensure safety of all assets. Assets are always locked away in storerooms when not in use and not stored in any other location.
  • Ensure access control of storerooms is maintained with only the named nominated person/s to have access.
  • Ensure All stolen/damaged assets have the necessary documents i.e., SAPS case numbers and an affidavit.

Problem Management

  • Monitoring and log incident trends as problems (repeat incident reporting and escalation).
  • Document and share workarounds exist for all logged problems.
  • Ensure that logged problems are monitored and followed up with relevant technical experts for resolution.
  • Weekly Problem Management meeting.
  • Facilitate or chair problem resolution meetings.
  • Prepare root cause analysis reports and major incident reports in collaboration with ICT management.

Projects and Reporting

  • Ensure projects are recorded in ITSM, managed, and delivered on time within budget.
  • Ensure that as a stakeholder/contributor as part of a project, all tasks/actions are delivered on time within the relevant deadline.
  • Monthly reporting on the ITSM landscape/operations, health, SLA, Customer Satisfaction etc.
  • Report on problem management progress and list.
  • Report on serv

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