Team Leader 1 Ooh za

2 weeks ago

Cape Town, Western Cape, South Africa Computacenter Full time

Team Leader 1 OOH_ZA:

Location:
South Africa - Cape Town |
Job-ID: |
Contract type: Standard |
Business Unit: IT Service Desk


The Out Of Hours Team Lead will work with a rotating team of analysts, to provide the proactive management teams across several customers.


The position will ensure an effective approach to the management of all Service Desk activities and escalations, actively working with both the Client management team and various operational teams, assisting in the continual ongoing review and improvements for all services provided.


THE ROLE

Main Responsibilities:

  • Enforcement of ITIL conformant processes to ensure both effective and efficient utilisation of assigned resource and interactive interface with all operation support providers.
  • Proactive management of multiple Service Desk analysts on a rotational basis.
  • Develop and maintain formal procedures for consistency and increased productivity, as it affects the OOH service.
  • Implement methodologies to improve first time resolution, manage customer perceptions, and build strong internal relationships.
  • Work with existing inhours Team Leaders to ensure effective daily operations, consistent compliancy and handover.
  • Identify shift left and training opportunities through knowledge and incident trending, to maximize Service Desk Team effectiveness.
  • Develop a customer care philosophy that ensures customer satisfaction.
  • Analyse Service Desk performance through various statistical and reporting methods:
  • Effectively manage all Service Desk team activities and escalations.
  • To work closely with Client Management Team and assist in ongoing review and improvements within performance parameters, for all services provided by the Service Desk.
  • Effective management of all tickets logged within the Service Desk, across all customers supported OOH.
  • Where applicable, management of 3rd party Vendors and key client business partner relationships, ensuring contracted services are consistently achieved and improved.
  • Provide an effective communication point and reference on all business impacting problems or significant disruptive issues, to ensure succinct and timely resolution whilst protecting Computacenter and the Client business.
  • To ensure 'client validated' adherence to the Service Level Agreement and associated Performance measurements and indicators.
  • Manage the configuration and change management processes, ensuring comprehensive information about all supported components are contained within the Change Management Database.
  • Develop processes and procedures to increase effectiveness and quality of Service Desk, services provision, and to develop proactive ongoing improvement initiatives.
  • To review and present, as required, periodic performance reports related to the Service Desk and resources.
  • To represent the client's interests within Computacenter internally.
  • Owner of client complaints as described in the Computacenter quality system.
  • Actively participate in any conference calls where required for the management of any major incident.
  • To manage and be responsible for all related policies and processes

WHAT WE REQUIRE

Essential Knowledge/Skills/Experience:

  • Experienced within the ITIL Service Desk.
  • Positive and adaptable attitude, pleasant and friendly.
  • Strong organizational and communication skills.
  • Demonstrate knowledge and proficiency in working within an ITIL conformant Service Desk Environment, showing intimate knowledge of effective business process mapping and design.
  • Good personal presentation.
  • Ability to communicate effectively at all levels, both written and verbal.
  • Ability to perform well under pressure.
  • Wants to ensure delighted customers, above and beyond the call of duty.
  • Has intimate knowledge of implementing a Service Desk.
  • Works accurately and with eye for detail.
  • Handles in the best interest of both customer and company. Is willing to build a longterm relationship with the customer (not a "jobhopper").
  • Ability to facilitate multidepartmental functions, to achieve necessary success.
  • Ability to compile and analyse data.
  • Positive and adaptable attitude, pleasant and friendly.
  • Strong organizational and communication skills.
  • Demonstrate knowledge and proficiency in working within an ITIL conformant Service Desk Environment, showing intimate knowledge of effective business process mapping and design.
  • Good personal and professional presentation.
  • Ability to communicate effectively at all levels, both written and verbal.
  • Ability to perform well under pressure.
  • Wants to ensure we delight our customers, above and beyond the call of duty.
  • Has intimate knowledge of implementing a Service Desk.
  • Works accurately and with an eye for detail.
  • Operates in the best interest of both customer and company.
  • Ability to facilitate multidepartmental functions, to achieve necessary success.
  • Ability to compile, analyse and

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