Service Desk Shift Lead

2 weeks ago

Johannesburg, South Africa Dimension Data Full time

As a Service Desk Shift Lead, you'll be responsible for ensuring that our customer service and technical support teams are able to handle all calls. You will ensure that the best possible solutions are provided to each customer who contacts us. You will also take responsibility for managing the flow of tickets through our internal helpdesk system in order to improve efficiency.

**Requirements**:

- Ensure the delivery of excellent customer service by operationally managing a team of Agents in the performance of their day-to-day activities
- Leads a team of Service Desk Agents and assists end-users in French and English as first line support
- Coaches the team in order to ensure quality of delivery meets the appropriate standard
- Measure and manage the team to ensure out-of-line situations are immediately addressed
- Communicate information in a timely, accurate and understood manner to all team members
- Conduct team briefing sessions as scheduled by the workforce management team and in line with the weekly focus agenda set by the Operations Managers
- Ensure regular feedback is given to Agents with regards to action plans that have been agreed to be implemented by the Operations Leadership team and ensure that all relevant business communications are communicated to the team as and when required
- Respond to and resolve more complex customer queries and deal with extremely volatile situations as and when required, ensuring that these are satisfactorily resolved
- Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
- Work to resolve all customer queries that are escalated or are identified as detracting from a positive customer experience and drive team performance on systems and all metrics in accordance with contractual obligations
- Demonstrate excellent written and verbal communication skills and the professional problem-solving ability
- Demonstrate the required interpersonal skills to effectively deal with internal and external stakeholders at a variety of levels in the organisation
- Coach, mentor and successfully manage and lead a team of individuals to meet organisational and team goals

**Qualifications**
- Matric
- At least two years’ service desk experience
- Two years working in a remote support environment troubleshooting and resolving issues in a multi-server network environment
- Experience working directly with technical managers as well as technical and non-technical end users
- A+, N+, CCNA and MCSA or MCSE
- ITIL V3 qualification

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