First Line Team Leader

1 week ago

Johannesburg, South Africa K2 Human Capital Consultancy Full time

**Manage Staff in Order to Achieve SLA and OLA Requirements**
- Manage staff output on a daily, weekly, monthly basis.
- Provide education to the team as well as guidance regarding compliance of standing processes and procedures
- Mentor, motivate and develop staff to improve overall output across the team to recognise and reward value-added performance.
- Hold team meetings and ensure that these are documented and recorded in a central location on a weekly basis
- Responsible for driving SLA achievement and cultivating a culture of excellence.
- Manage First Line Support agents along SLA and OLA timelines
- Manage the communication amounts the internal team as well as the users
- Provide regular feedback on SLA timelines as well as various projects underway in the Service Desk environment
- Manage First Line Agents along clear guidelines and monitor the availability, professionalism and performance of the team.
- Assist with the recruitment process by providing input in to appointing the correct calibre of staffPut regular Pro-Active measures in place (daily/weekly/monthly) to reduce potential user complaint areas

**Provide Support and Diagnostics Relating to Various PC/Workstation Requirements and Other Relevant Queries.**
- Provide support and diagnostics, assisting first, second and third Level Experts
- Administer user profiles and access rights
- Document in detail the resolutions and fixes used, for that corrective action to be used for future reference.
- Assist users to copy mail to desktops and assist with ad-hoc back-ups to CD.
- Monitor system resources in order for adequate capacity to be available to meet user requirements. Recommend preventative/corrective action
- Troubleshoot and support users in respect of hardware and software
- Maintain planned maintenance schedule of all peripherals e.g. printers and scanners
- Provide feedback and recommend action in respect of capacity, lifecycle and cost benefits of equipment
- Maintain network diagram and provide desktop Support to all customers Users as required
- Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.
- Perform desktop related work on all user based platforms
Implement developed systems, timeously, for the Service Desk environment e.g.; trouble shooting guides, methodologies, operation manuals etc.
- Manage systems, processes and methodologies as specified are to ensure effective monitoring, control and support of service delivery
Manage the data integrity of the call system
- Conduct regular testing of calls through their entire lifecycle to ensure operational efficiencies
- Responsible for the capturing of customer requests from varied inbound sources into the Call management system.
- Occupy all opportunities that can result in a First call resolution, in a bid to achieve the First Call resolution rate defined

**Assist With the Installation, Maintenance and Management of All Related Software and Hardware**
- Configure, set up and implement the relevant software on all PC's and workstations (including virus software)
- Upgrade and maintain end-user software versions and equipment
- Implement regular service packs and patches of all operating systems and associated software on desktops
- Install, maintain and monitor virus software, download and implement updates on a regular basis.
- Adhere to the Relevant Policies and Procedures
- Adhere to all Service Desk and Client specific processes
- Comply with all company policies and procedures i.e. will not provide unauthorised access to users
- Administer user profiles and access rights and comply with security policies
- Adhere to the Call Lifecycle Management Processes and Procedures
- Follow correct business practices and fixes in order to resolve a reported fault.

**Create and Maintain Relevant Registers and Reports**
- Establish and maintain licensing register
- Uphold licence registers, asset registers, back-up registers and files pertaining to user profiles
- Maintain register of all PC's and associated software
- Create and present progress reports to management as required

**Provide Professional and Efficient Communication to All Internal and External Stakeholders**
- Responsible for the Hand-over all calls to the next shift for further resolution.
- Provide excellent service with regards to assigned incidents.
- Communicate with relevant stakeholders in a professional and efficient manner.
- Support and encourage effective teamwork
- Maintain customer-focus
- Provide an escalation point for critical support issues
- Guide the team when escalation is required and advise First Line Agents on the correct approach toward difficult

**Minimum Requirements: Work Experience**

**JG 10**
- 5 years proven experience in service delivery management, of which: 1 year in creating and implementing Service Operating Processes for technical teams to improve service delivery and 2 years' Desktop Support experie

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