Senior Service Desk

3 weeks ago

Pretoria, South Africa Remote Choice Full time

Service Desk Senior About The Role We are looking for an experienced Service Desk Senior to join a growing IT Managed Service Provider. This is a pivotal role in maintaining the effectiveness, consistency, and quality of the service desk function. You will oversee technical escalations, incidents management, service reviews, and ensure that both the technical standards and customer service levels are met across the team. This position suits someone who thrives in a fast‑paced environment, has strong leadership skills, and is passionate about both problem‑solving and mentoring others. Key Responsibilities Assign and review daily engineering tasks, ensuring tickets are logged correctly, prioritised, and completed within SLA. Act as a senior escalation point for complex 2nd line incidents and aged tickets, mentoring engineers in troubleshooting. Lead and coordinate all P1 / P2 incidents, ensuring smooth handovers, root cause analysis, and timely updates across stakeholders. Manage escalation channels (Teams, chat, calls) with a strict 30‑minute response target. Schedule and communicate system maintenance, downtime windows, and recommend improvements to reduce recurring issues. Conduct bi‑weekly, monthly, or quarterly client service reviews, producing reports and identifying opportunities for service improvement. Maintain and update technical documentation, knowledge articles, and client records. Identify trends across client environments, suggesting improvements and feeding back recommendations to management. Support the Service Desk Manager in recognising team strengths and weaknesses, providing feedback for 1‑2‑1 sessions. Assist with customer projects, onboarding new clients, and ensuring handovers are smooth and effective. Requirements Proven experience in a Service Desk Senior, Team Lead, or similar role. Strong 2nd line troubleshooting skills across infrastructure, applications, networking, and end‑user devices. Experience with incident management (P1 / P2) and escalations. Excellent communication and customer service skills, with the ability to handle escalations calmly and effectively. Ability to identify process improvements and mentor junior engineers. Comfortable with client‑facing responsibilities such as service reviews and onboarding sessions. What's On Offer A key role in a growing IT services company with opportunities to influence service delivery. Exposure to a wide range of technologies and client environments. Structured career progression with leadership and technical development support. Hours of Work: 40 hours per week, Monday to Friday, on a rota basis. Shift patterns between : 07 : : 30 UK Hours8 : : 00 UK Hours10 : : 30 UK Hours #J-18808-Ljbffr

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