ITS Service Desk Lead

2 weeks ago

Johannesburg, Gauteng, South Africa KPMG South Africa Full time
Job title : ITS Service Desk LeadJob Location : Gauteng, JohannesburgDeadline : March 20, 2025Quick Recommended Links
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Description of the role and purpose of the job:

  • The IT Service Desk Lead plays a critical role in providing hands-on advanced technical support and acts as a first point of escalation.
  • Responsible for day-to-day operations, ensuring timely and effective resolution of technical issues, driving continuous improvements by developing and implementing procedures to improve services.
  • Ability to develop effective working relationships within the IT team and business to provide consistent, high-quality service.
  • A strong technical excellence is required to ensure the continuous upliftment of our team's troubleshooting skills.

Key responsibilities:

Technical:

  • Hands-on approach to demonstrate sound knowledge in supporting various applications and hardware technologies, 
  • Ability to analyse and resolve complex technical issues,
  • Create and maintain comprehensive knowledge articles/ troubleshooting guides,
  • Be a quick learner to support bespoke applications,
  • Oversee Printer and Video Conferencing services,
  • Engaging with EUC and NITSO teams to ensure all computers are compliant with necessary updates to mitigate security risk.

Incident Management:

  • Managing and prioritising incoming tickets to the Service Desk, via different channels, and ensure timely and effective resolution of end user issues,
  • Take overall responsibility for incident management and request fulfilment,
  • Notify the IT Service Delivery Manager on any issue that could significantly impact the business,
  • Ability to handle more complex tickets and collaborate with the relevant IT Support teams,

Reporting:

  • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department,
  • Track and analyse trends in Incidents to anticipate potential problems and implement proactive measures to reduce recurring issues,
  • Managing readiness of IT equipment for on-boarding new staff as well returning of IT equipment when staff are off-boarding. Including new intake and vacation student movements,
  • Participating and managing Projects.

Team Management:

  • Lead and manage the team by providing guidance, coaching, and mentoring to ensure a high-performance team,
  • Manage KPI and undertake performance reviews as required to improve the quality of work, and knowledge,
  • Ensure team take ownership of user issues and be proactive when dealing with user issues. Ensure all calls are logged in the ServiceNow,
  • Manage leave, stand-by and shift rosters,
  • Review Service Now tickets to ensure 1st level resolution are met within agreed SLA,
  • Promote positive team culture through collaboration, knowledge sharing, and professional development.
  • Conduct regular team meetings and training sessions,
  • Review customer satisfaction surveys and take appropriate action,
  • Work closely with the Assets to fulfil hardware requirements,
  • Handle team escalations until resolution.

Skills and attributes required for the role:

Skills:

  • Experience in presenting technology recommendations from a business perspective,
  • An excellent working knowledge of the current MS Office products, particularly Excel (Advanced Excel skills) is required,
  • Excellent people skills with the ability to communicate effectively at all levels and manage people and their expectations,
  • Exhibits utmost integrity and displays visible stewardship character traits in the handling and security of all KPMG assets,
  • Has a strong preference for following and maintaining standards and procedures,
  • Ability to work independently and as part of a larger team,
  • Good organisational skills to ensure effective planning and prioritisation takes place regularly.

Attributes:

  • Extremely high level of confidentially and integrity,
  • Excellent client focus and ability to deal with conflict,
  • Able to maintain a friendly, professional manner when liaising with clients, even in challenging situations,
  • Ability to effectively multi-task with strong organisation skills; a self-starter with initiative, ability to foster innovation and excellent problem-solving skills,
  • The ability to build collaborative relationship with good interpersonal skills and the ability to relate well to colleagues with differing levels of expertise and skills while championing inclusion and diversity,
  • The ability to work well under pressure and to perform to deadlines,
  • Team player who is self-aware,
  • Sound decision making ability with the ability to consult where needed,
  • Focus on continuous improvement within the ITS function while advancing an ethical environment,
  • High level of attention to detail and a desire to drive quality,
  • The ability to work unsupervised.

Minimum requirements to apply for the role (including qualifications and experience):

  • Matric,
  • Degree in Information Technology is strongly recommended,
  • ITIL Certification is essential, 
  • Experience of at least +5 years in Service Desk environment is essential,
  • Experience of at least 2 years managing an IT Support team is essential.
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