Tps & Service Desk Team Leader

2 weeks ago

Cape Town, Western Cape, South Africa Experian Full time
Company Description

Experian's a leading Analytics Enterprise


We're passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society.

For more than 125 years, we've helped businesses grow, consumers and small businesses gain access to financial services, and economies and communities flourish - and we're not done

Our 17k amazing employees in 40+ countries believe the possibilities for you, and the world, are growing. We're investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow


To do this we employ the greatest and brightest minds that share our purpose and want to make a difference.

We're avid problem solvers. We embrace our diversity yet share similar values and growth mindsets

What's your next professional and personal goal? Let Experian help bring this to life

Job Description:

Lead and manages the activities of the Technical & Product Support and Service Desk Agents in the team to ensure that they
provide a service that will exceed the expectations of the clients. Gives constructive feedback on the performance within the
team and assist in controlling productivity. Provides coaching/on the job training to level one agents and clients with complex
queries if necessary. Monitors fraudulent transactions. Manages and control systems and support service functions, including
strategy, support for business development, quality of service and operations. Ensures specialist technical expertise, support
in installing, testing, tuning, optimizing, diagnosing problems, repairing, upgrading, and maintaining external hardware and
systems software.

Qualifications:

  • Technical related qualification
  • Desktop Technical support Experience
  • Excellent Stakeholder Management and communication
- written and verbal.

  • Team Leader experience is desirable.
  • Strong leadership skills, driving a highperformance diligent execution culture.
  • Ability to understand and report on Service Level Agreements.
  • Ability to build and maintain close relationships with internal teams and external clients.
  • Be organised.
  • Ability to identify and drive process improvements on the Service Desk.
  • Report Writing and Presentation skills.
  • Analytical and problemsolving capabilities.
  • Good ability to manage a varied workload in a highpressure environment.
Additional Information

What you'll be doing

Customer Service
Ensure that all incoming communication to the department is attended to and that the agents responds to clients in a timeous

  • A sample of 10 call recordings per month will be audited by the Quality Assurance Department and call audit results
ought to be between 90% and 100%.

requests are attended to within 30 minutes.

  • Service now cases will be reported on to monitor if the SLA was exceeded.
  • Escalated cases are followed up and closed timeously and logged in the correct system and platform.
  • Cases should be followed up at least twice a week and closed within 60min after solution was submitted/posted.
Ensure that the agents utilize the proper systems or resources to ensure that compliance, policies and procedures are

adhered to whilst assisting clients.

  • Points on performance report will be deducted if the abandoned percentage is more than 15%.
communicated to clients or Engagement Manager.

  • Be the first escalation point for complex queries and complaints.
  • Optimize any shortfalls to increase team productivity and client service

Team Management

  • To organize, lead and control all direct reports by translating the planned and prioritized objectives of the department
strategy/plan into individual performance and development plans to ensure on time and quality execution:

  • Performance reviews should be done once a month and performance reports be submitted to QA.
  • Staff coaching sheets should be submitted to QA at the end of every week.
  • Ensure that the risk register is up to date.
  • Ensure that tasks are delegated on a daily base to ensure maximum productivity of each team member.
  • Ensure that working schedules is created, up to date and communicated to with the team well in advance
  • Leave management
  • Actively promote and demonstrate the Experian Way behaviours
  • Ensure that your team have a backup/responsibility system on critical aspects documented and reviewed once a
month to ensure that it is current and relevant.

  • Ensure that staff have the adequate knowledge of all SLA customers and processes relevant to these customers.
  • Staff should understand all wallboards monitoring client usages.
  • Implement and Management of exceptional probation induction programs into the team.
  • Identify and manage performance improvement plan and any other IR related queries.
  • Encourage the team's development plans and effect areas of improvement and/or growth.
  • Provide the necessary technical training within the team to ensure cons

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