IT Service Desk Supervisor

4 weeks ago

Johannesburg, South Africa Tsebo Group Full time

**About Us**:
As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients **reduced costs, risk and complexities** together with **increased quality, efficiency and productivity**. We specialise in **Catering**, **Facilities Management**, **Cleaning and Hygiene**, **Pest Control**, **Protection**, **Energy**, **Procurement**, **Workspace Design**, **Engineering, Remote Camps**, and more. **Developing our people **- the heart of Tsebo - is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. **DOWNLOAD OUR ONE-PAGER** to find out more about who we are in a nutshell.

**Duties & Responsibilities**:

- Incident Management
- Ensuring effective response and resolution of IT issues and outages. This includes prioritisation of incidents, allocating service desk resources appropriately and directly handling complex or escalated issues.
- Resolve 2nd line Incidents escalated from 1st line Agents
- Be committed to first time ticket resolution
- User Support
- Train and supervise service desk agents to effectively support end-users.
- Service Desk Agents Supervision
- Training, evaluating service desk personnel.
- Ensure service desk agents have necessary tools and knowledge base to carry on their duties.
- Upskilling agents regularly
- Process ownership and Improvement.
- Analyse existing Service Desk processes, identify areas for enhancement, and implement process improvements to increase efficiency and effectiveness
- Documentation
- Product owner of all Service Desk documentation
- Solicit, draft and maintain Knowledge base articles from technicians and solution owners. Keep the Knowledge Base or FAQs up to date to aid in problem resolution.
- Maintain detailed, up to date and accurate records of all user interactions, incidents, and resolutions in the IT Service Management System
- Reporting and Metrics
- Generating and analysing reports on service desk performance, incident patterns, and service outcomes to inform management decisions and planning.
- Generate regular reports detailing common complaints, issues, trends, and resolutions to identify pattens and potential areas for systems improvement.
- Keep users informed about their incidents’ status at all phases of the support process.
- Communicate planned and unplanned service disruptions to the end user community in a timely manner using the IT Communications Procedures
- Training
- Contribute to end user training programs to enhance the competence and confidence of Tsebo end-users.
- Problem Management
- Assist team leads in Problem Management process ownership by identify problems and escalating to relevant teams by monitoring trends on service desk.
- Be part of problem resolution team
- Change/Release Management
- Assist in the Change Management Process by logging changes and ensuring the process is adhered to.

**Skills and Competencies**:

- Great People Interactions Skills
- Knowledge of office productivity tools (Microsoft O365)
- Understanding of IT Systems, Software including troubleshooting, systems administration, and basic networks
- Experience in service desk software (e.g.FreshService, Service Now, Jira)
- Project Coordination
- Ability to manage, accept and oversee change within an IT environment
- 4+ years’ experience working on a service desk or customer interaction role.
- 1+ year in a supervisory role
- Experience in addressing customer needs and handling complaints and queries effectively.

**Qualifications**:

- Matric Diploma or Bachelor Pass
- Tertiary IT Qualification
- ITIL Foundation Certificate or similar (required)

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