Service Desk Manager

7 months ago

Durban, South Africa Durban University of Technology Full time

Durban University of Technology (DUT) is located on the warm east coast of South Africa. It sprawls over seven (7) campuses in tropical and picturesque Durban, and in Pietermaritzburg, with its undulating hills that flow over from the Drakensberg Mountain.

According to our _ENVISION2030_ strategy, DUT’s DNA has two strands, namely _‘people-centred and engaged’_ and _‘innovative and entrepreneurial’_. These are interwoven intrinsically by a number of double pairs consisting of _‘values and principles’_ that bind our double-helix together. The extrinsic expression of our DNA is via _The DUT-Way_; which demonstrates our collective character and behaviour.

The University’s ultimate goal is to contribute towards improving the lives and livelihoods of all its people, both internal and external. DUT consistently strives towards excellence and greatness in teaching-learning and in research-innovation; something that has been recognized recently when _The Times Higher Education’s World University Rankings_ placed DUT within the top 500 of universities in the world and within the top 5 universities in South Africa. The enactment of these internationally recognized strengths is demonstrated in our impactful engagement internally and externally in service of our localities, the region and the country at large.

**Information and Communication Technologies Services (ICTS)**

**ICTS Customer Services**

**Post -** **Manager: Service Desk**

***

**Minimum Requirements**:

- NQF Level 7 qualification in Information Technology or Computer Science
- Minimum of 2 years’ experience as a Service Desk consultant
- Minimum of 3 years’ managerial experience in a similar role

**Key Competencies**:

- Management of subordinates
- ICT customer service procedures
- ICT service management systems and procedures

**Training & Knowledge**:

- Customer Service Training
- Training in high level service management
- Management of Service Desk Operations

**Duties (but not limited to)**:

- Interpret the ICTS Customer Service business plan to determine the applicable deliverables
- Determine the human resource requirements in accordance with the expected deliverables
- Secure the human resource requirements to ensure that deliverables will be met
- Compile the Performance Management documentation in collaboration with the staff member in terms of:

- Job Profile requirements
- Key performance areas
- Personal development plan
- Track and monitor performance in accordance with policies and procedures
- Continuously provide feedback and coaching to ensure that the staff member/s performs at optimum productivity level
- Conduct the 6 monthly performance review in accordance with policies and procedures and corrective actions are taken where necessary
- Assess performance at the end of the performance period in accordance with policies and procedures
- Provide feedback to the relevant role players. Receive a service request and analyse to determine the action required
- Determine the relevant person to resolve the incident
- Allocate the incident to the identified person in accordance with procedures; or
- Escalate to the relevant division/s for resolution
- Monitor the resolving of the request to ensure resolution
- Take additional action if required
- Obtain the resolution results and document for future reference
- Distribute the resolution reports to the relevant role players and avail on the appropriate media.
- Receive and analyse a request to determine the nature and extent of the support to be provided; or
- The need for provision of support is identified during the execution of outputs
- Diagnose the problem to determine the appropriate action
- Provide information
- Provide possible solutions
- Conduct research to develop a solution
- Escalate the problem to the best possible person for resolution
- Provide/develop a solution; or
- Escalate the problem to the relevant role players for a solution
- Ensure that escalated problems are resolved within the allocated time frame
- Test the solution to ensure that the diagnosed problem is resolved
- Implement the solution in accordance with procedures and tested to ensure that the solution is functional
- Monitor the implemented solution for a period in accordance with the impact on the system. Document the solution in accordance with policies and procedures in the standardised format where necessary
- Submit the resolution document to the document management system for future reference purposes
- Provide feedback to the relevant role players. The need for the development of a control system is identified during operational execution; or
- The need for a control system is identified as a result of the auditing process; or
- Receive a request for the development of a control system and analyse to determine the requirements of the control system
- Policies
- Procedures
- Business Processes
- Service Management
- Consult existing control systems to determine components t

  • Service Desk Agent

    7 months ago

    Durban, South Africa Durban University of Technology Full time

    **Post: Service Desk Agents X2** **Ref: R262, R263** **One per, One Contract** **Minimum Requirements**: - Grade 12 or equivalent (NQF level 4) - Diploma in office administration (ideal) - Experience in Help/Service Desk and customer services/project management. **Summary of Duties(but not limited to)**: - Receives and attend to all requests from various...

  • IT Service Desk Administrator

    2 weeks ago

    Durban, South Africa Workwear Depot Full time

    The Jonsson Workwear Technology team is responsible for ensuring effective delivery of IT hardware, software and networking of computers within the organisation. They work closely alongside various teams within the business to ensure service excellence and technological functionality. The Technology Administrator forms part of the Jonsson Workwear...

  • IT Service Desk Administrator

    2 weeks ago

    Durban, South Africa Jonsson Workwear Full time

    The Jonsson Workwear Technology team is responsible for ensuring effective delivery of IT hardware, software and networking of computers within the organisation. They work closely alongside various teams within the business to ensure service excellence and technological functionality. The Technology Administrator forms part of the Jonsson Workwear...

  • Service Desk Manager

    7 months ago

    Durban, South Africa CRT Network Solutions Pty Ltd Full time

    **Location**: Remote (Work from Home) **Time Zone**: Brisbane, Australia (AEST) **Working Hours**: Monday to Friday, 8:00 AM to 5:00 PM (AEST) **About Us**: We are a dynamic and growing Managed Service Provider (MSP) based in Australia, dedicated to delivering top-notch IT services and support to our clients. Our team is passionate about technology and...

  • Service Desk Technician

    9 months ago

    Durban, South Africa Huntswood Full time

    Assist with day to day tech support at our Pencarrow office working as part of the support team. **Minimum Requirements** - Matric - Formal IT qualifications **Key performance areas** Completion of service desk tickets Adhering to IT SLAs

  • Service Desk Consultant

    1 month ago

    Durban, South Africa Durban University of Technology Full time

    Durban University of Technology (DUT) is located on the warm east coast of South Africa. It sprawls over seven (7) campuses in tropical and picturesque Durban, and in Pietermaritzburg, with its undulating hills that flow over from the Drakensberg Mountain. According to our ENVISION2030 strategy, DUT’s DNA has two strands, namely ‘people-centred and...

  • Service Desk Agent

    4 days ago

    Durban, South Africa AdaptIT Full time

    Position reports to : Service Desk Supervisor Direct Reports : N/A Office Location: PURPOSE OF THE POSITION To provide 1st level support to the company's customers, ensuring customer calls are answered promptly and log tickets as per customer’s request/inquiries and are attended to them accordingly until a resolution is achieved. PRIMARY...

  • L1 Service Desk Technician

    2 weeks ago

    Durban, South Africa Sandi Crowther Recruitment Full time

    KwaZulu Natal, Durban **Morningside, Durban**. Opportunity exists with dynamic IT company for mid-level Service Desk Technician with at least 2-4 years technical support experience in the IT industry. **Responsibilities**: - Provide technical support to new and existing clients - Daily support desk function - Track and co-ordinate all IT service...

  • L2 Service Desk Technician

    6 days ago

    Durban, South Africa Sandi Crowther Recruitment Full time

    KwaZulu Natal, Durban - 20 000 depending on experience **Morningside, Durban**. Opportunity exists with dynamic IT company for mid-level Service Desk Technician with at least 3-5 years technical support experience in the IT industry. **Responsibilities**: - Provide technical support to new and existing clients - Daily support desk function - Track and...

  • Gdt Service Desk Administrator

    7 months ago

    Durban North, South Africa Aspen Pharma Group Full time

    **JOB PURPOSE** Operational role in the digital technology organization and is accountable for the processing and coordination of appropriate and timely responses to service desk process records (incident, problems, requests, etc.) and ensuring they are appropriately assigned. Support the general and maintenance of the ServiceDesk platform. **KEY...

  • Service Desk Technician Mr Price Group

    6 days ago

    Durban, South Africa Mr Price Group Full time

    Then our position within our Service desk is a great first step into the IT field for you. **what’s in it for you?** - We have benefits!_ From the financial benefits like medical aid for you and your fam, pension fund, bonus structures & shares, to the cultural benefits like a growth & innovation culture, half day Fri-yay’s, study leave & great coffee!...

  • Front Desk Coordinator

    3 weeks ago

    Durban, KwaZulu-Natal, South Africa BCFMIKZN Full time

    **Job Description:** We are seeking a Front Desk Coordinator to join our team at the BCFMIKZN. The successful candidate will be responsible for providing exceptional front desk services, handling client inquiries, and maintaining accurate records.**Key Responsibilities:**Provide excellent front desk services to clients, including greeting and assisting...

  • Senior Service Desk Technician

    2 weeks ago

    Durban, South Africa Mr Price Group Full time

    Are you that “go to” some one in your team that handles all the technical escalations and vendors? Have you worked in a retail IT environment and are passionate about giving the best possible support? We have just the role for you! **what we’re looking for?** - You have an **IT qualification** (or are currently completing your qualification part...

  • Front Desk Receptionist

    2 weeks ago

    Durban, South Africa Seasoned Recruitment Full time

    Key Responsibilities: - Manage the hotel's front desk operations, including check-in and check-out procedures - Welcome all guests to the hotel. - Respond to guest inquiries and resolve any issues in a timely and professional manner - Provide information about the hotel and local area to guests - Handle reservations, billing, and other hotel administrative...

  • Front Desk Staff

    6 months ago

    Durban, South Africa Crew Life at Sea Full time

    Key Responsibilities: - Greet guests in a friendly and professional manner, providing a positive first impression **onboard the cruise ship** - Check guests in and out, ensuring all necessary documentation is completed accurately and efficiently - Handle guest inquiries and requests promptly and courteously, providing information and assistance as needed -...

  • Service Desk Technician Mr Price Group

    3 months ago

    Durban, South Africa Mr Price Group Full time

    Then our Service desk position is a great first step into the IT field for you. Qualifications: Grade 12 IT diploma/ Certificate At least 1 year in an IT or Helpdesk environment The technical skills required are just a good general knowledge of computer hardware and software. Knowledge of our POS system would be a major advantage Strong verbal and written...

  • Service Desk Technician Mr Price Group

    2 weeks ago

    Durban, South Africa Mr Price Group Full time

    Then our Service desk position is a great first step into the IT field for you. **a day in your life?** - Assisting with new IT hardware & software projects being rolled out into our stores - Liaise with external service providers to escalate problems where required - Support our suppliers who use our software Workdays are from Monday to Friday with the...

  • Front Desk Receptionist

    7 months ago

    Durban, South Africa Yoda Labour hire Full time

    **Front Desk Receptionist - Hotel (Salary: R6000 - R8000 Per Month)** Minimum 2 years experience in Front Desk at a Hotel Knowledge of OPERA SYSTEM (Compulsory) Compulsory Grade 12 with Diploma/Degree in Tourism Scheduling guest Reservations, assisting guests with checking in and out of the hotel Handling various Administrative tasks, such as creating...

  • Front Desk Receptionist

    2 months ago

    Durban, South Africa 1st Fitness Full time

    We are looking for someone with a bubbly vibrant personality to be our welcoming frontline. As a Receptionist, you will be the first point of contact for our company. Our Receptionist’s duties include offering administrative support across the organization. You will welcome guests and greet people who visit the business. You will also coordinate...

  • Front Desk Receptionist

    7 months ago

    Durban, South Africa 1st Fitness Full time

    We are looking for someone with a bubbly vibrant personality to be our welcoming frontline. As a Receptionist, you will be the first point of contact for our company. Our Receptionist’s duties include offering administrative support across the organization. You will welcome guests and greet people who visit the business. You will also coordinate...