Service Desk Supervisor
4 weeks ago
Ensure incidents and requests are attended to within agreed Service Level Agreements and Operational Level Agreements (SLA/OLA) by either resolving or implementing a workaround to avoid major impact to business.Ensuring that High Impact incidents are communicated effectively within the organization and to customers.Attend monthly SLA/SLM meetings with clients and project managers.Co-ordinate client requirements with lines of business. Conduct awareness sessions/workshop on the roles and responsibilities of Escalation and Incident Management.Training customers and new personnel on the Incident Management process - Conduct regional Service Improvement meetings with Managers via teleconference - Compile monthly reports for Escalation and Incident management department.Attend to all queries escalated by the agents from irate customers or other lines of businessCompile Incident Reports for high impact incidents and making informed decisions based on information gathered from other departments or third parties.Gathering reports from ARS system to monitor call handling for agents.Compiling reports of high impact incidents handled for Management Production Report.Chairing the weekly Production Meeting with other process owners (Problem Management, Configuration Management and Change & Release Management) for high impact incidentsDo trend analysis of high impact incidents and raise RCAs (root cause analysis) with the relevant lines of business.Compile and submit daily, weekly and monthly reports on department performance statistics to management.Compile documents for work instructions, policies and procedures for the department as per Document Configuration standards.
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IT Service Desk Manager
7 days ago
Johannesburg, South Africa Pink Elephant South Africa Full timeJob description We are seeking a highly skilled and experienced Service Desk Manager to oversee our service desk operations. The Service Desk Manager will be responsible for leading multiple teams of support specialists, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction. **KEY...
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IT Service Desk Manager
2 weeks ago
Johannesburg, South Africa BASHR Consulting Full timeAre you fascinated by leading and managing a team? If so, check this out! SA’s leading tech company is looking for a seasoned IT Service Desk Manager to take total responsibility for the performance and constant development of the Service Desk, while ensuring delivery of contractual duties. **The role will consist of**: - Managing Service Desk Analyst...
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Service Desk Manager
1 week ago
Johannesburg, South Africa Impronics Technologies Full timeMain Responsibilities Team Leadership & Management: Lead, mentor, and develop a team of service desk professionals, ensuring they are well‑equipped to handle IT support requests efficiently and professionally. Incident & Request Management: Oversee the resolution of technical issues and service requests from bank employees, ensuring all incidents and...
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Service Desk Manager
4 hours ago
Johannesburg, South Africa Pink Elephant South Africa Full timeThe IT Service Desk Manager is responsible for leading and managing the IT Service Desk team to ensure timely and effective resolution of IT support requests. The role ensures high levels of customer satisfaction, drives operational efficiency, and ensures service levels are met or exceeded. The manager is also responsible for implementing best practices,...
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Service Desk Agent
2 weeks ago
Johannesburg, South Africa Cortez Executive Search (Pty) Ltd Full time4 x Mandarin Service Desk Age 4 x Italian Service Desk Agents 4 x German Service Desk Agents Good, professional telephone etiquette- Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed. - Ensure that all calls are logged within ITSM tool as per the...
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Service Desk Manager
2 days ago
Johannesburg, South Africa Turrito Full time**Description of role**: Manage the performance & delivery of the Turrito Service Desk to ensure that customer expectations are met or exceeded from all aspects; from ticket resolution to monthly reporting. Responsible for ensuring that the staff are exceeding expectations in their daily performance, meeting defined metrics, and leading from the front by...
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IT Service Desk Analyst
4 days ago
Johannesburg, South Africa BigTalent Full timeOur client, a digital bank based in JHB North, is looking for 2x Service Desk Analysts to join their team. If you're passionate about IT Support and troubleshooting, this role is for you! **Responsibilities**: - Provide first-line IT and technical support. - Troubleshoot and analyse hardware and software issues. - Log and track incidents and requests. -...
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Service Desk Coordinator
2 weeks ago
Johannesburg, South Africa Network Recruitment Full timeA leading organization is seeking a Service Desk Coordinator to support IT infrastructure within the MIS department. This role involves providing technical support, managing IT resources, and contributing to IT projects in alignment with ITIL standards. Youll work closely with the IT Service & Operations Manager to ensure continuity of service and deliver...
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Service Desk Internship
7 days ago
Johannesburg, South Africa Pink Elephant Full time**Main Responsibilities**: - 1st and 2nd line IT and Technical support - Logging and tracking of incidents and requests - Logging and communicating all incidents to customers and IT - Remote support - Troubleshooting of Basic Network Related issues (Especially pertaining to LAN; WAN and Telkom Voice related issues) - Assist with Printer issues - Ability to...
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IT Service Desk Analyst
1 week ago
Johannesburg, South Africa Pink Elephant Full time**MAIN RESPONSIBILITIES**: - Follow communication “scripts” when handling different topics - Logging and tracking of incidents and requests. - Provide excellent customer service - Properly diagnose issues and route unresolved issues to the next level of support - Provide 1st and 2nd line IT and Technical support by using available tools and provide...
