Service Desk Team Lead

5 months ago

Cape Town, South Africa CDW Full time

**Description**

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

JOB SUMMARY

Provide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support**. **Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.

KEY RESPONSIBILITIES
- Provide leadership, guidance and support to a team of service desk analysts
- Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions
- Identify and deliver training and development needs in line with company procedures
- Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents
- Responsible for the upkeep and quality of the knowledge base for the team
- Ensure customer escalations are handled in a timely manner including providing/implementing corrective actions
- Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
- Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods
- Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback
- Ensure that there is continual service review and improvement of all processes and procedures
- Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
- Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
- Identify and escalate any potential breach of service level or risk to CDW where possible mitigating breach and managing to resolution
- Provide relevant stakeholders within Services with ad hoc reports

QUALIFICATIONS, SKILLS AND EXPERIENCE
- Awareness of ITIL methodologies and best practice
- Knowledge of the working practices of the area responsible for
- Good working knowledge of Microsoft Word, Excel and Outlook
- Previous supervisory experience

ESSENTIAL ATTRIBUTES
- A real passion for people management and development in a large team
- A passion to deliver excellent service with service level management and experience
- Previous people management experience
- Driven, motivational, professional leader, with a ‘can-do’ attitude at all times
- Effective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentations
- Creative and innovative problem-solving skills with an inquisitive nature
- Analytical with attention to detail
- Ability to work as a team to support and influence team members
- A desire to take ownership and accountability to see your work through to resolution
- Ability to work under pressure and to tight deadlines
- A patient, tolerant and supportive team member

**Who we are**:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

**What you can expect from us: Culture, coworkers, careers.**
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

  • Service Desk Team Lead

    5 months ago

    Cape Town, South Africa CDW Full time

    **Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. Job Summary: Provide leadership, guidance and support to a team...

  • Service Desk Supervisor

    6 months ago

    Cape Town, South Africa Believe Resourcing Full time

    **About our client**: Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Their fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of...

  • Service Desk Team Leader

    1 month ago

    Cape Town, South Africa RSAWEB Full time

    Job Information Date Opened 28/05/2024 Job Type Full time Industry Technical Support & Customer Services Work Experience 2 years Education Level Grade 12 or equivalent City Sea Point, Cape Town Province Western Cape Country South Africa Postal Code 8005 Job Description Who are we? Established in 2001, RSAWEB is South Africa’s fastest growing...

  • Support Desk Lead

    7 months ago

    Cape Town, South Africa Redi Full time

    To lead the Support Team to resolve support issues relating to REDi Supported Products and Projects. KEY SUPPORT LEAD DUTIES: - To lead the Support Team to resolve support issues relating to REDi Supported Products and Projects - Support Reporting - Support Schedule Rostering - Support Issue Monitoring and Assistance - Client Monthly Management Hours...

  • Service Desk Analyst

    1 month ago

    Cape Town, South Africa Recru-it Full time

    Summary: A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement initiatives....

  • Service Desk Analyst

    1 month ago

    Cape Town, South Africa Recru-it Full time

    Summary:A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement initiatives....

  • Service Desk Team Leader

    5 months ago

    Cape Town, South Africa RSAWEB Full time

    **Job Information**: Industry - Technical Support & Customer Services Work Experience - 2 years Education Level - Grade 12 or equivalent City - Sea Point, Cape Town Province - Western Cape Country - South Africa Postal Code - 8005 Who are we? Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus...

  • Service Desk Team Leader

    2 months ago

    Cape Town, South Africa RSAWEB Full time

    **Job Information**: Date Opened - 28/05/2024Job Type - Full timeIndustry - Technical Support & Customer ServicesWork Experience - 2 yearsEducation Level - Grade 12 or equivalentCity - Sea Point, Cape TownProvince - Western CapeCountry - South AfricaPostal Code - 8005Who are we? Established in 2001, RSAWEB is South Africa’s fastest growing internet service...

  • Service Desk Analyst

    1 month ago

    Cape Town City Centre, South Africa Jobted ZA C2 Full time

    Summary: A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement...

  • IT Service Desk Manager

    3 weeks ago

    City of Cape Town, Western Cape, South Africa Hinduja Global Solutions Full time

    Are you a seasoned IT professional with a passion for leadership and service excellence? We are seeking an experienced Service Desk Team Manager to lead our on-site team in Woodstock, Cape Town. This pivotal role is at the heart of our IT operations, where you will be responsible for managing a team of 1st and 2nd Line service desk technicians. Your...

  • Tps & Service Desk Team Leader

    5 months ago

    Cape Town, South Africa Experian Full time

    Company Description **Experian’s a leading Analytics Enterprise** We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped businesses grow, consumers and small businesses gain access to financial services, and economies and...

  • Service Desk Shift Leader

    6 months ago

    Cape Town, South Africa Believe Resourcing Full time

    About our client: Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Their fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Service Desk Analyst

    5 months ago

    Cape Town, South Africa Frontline Managed Services Full time

    Elevate your IT journey with Frontline Managed Services! We're on the lookout for Help Desk team players who are not just tech-savvy but hungry for knowledge and ready to make an impact. Join us in reshaping the future of technology. About us: Frontline Managed Services® stands as a pioneer in IT, Financial, and Administrative Managed Services for legal...

  • IT Service Desk Co-ordinator

    5 months ago

    Cape Town, South Africa Truworths Full time

    Join South Africa’s leading fashion retailer and become part of a winning team. If fashion retail excites you, along with a fast-paced and innovative environment, then this position may well be for you. With over 700 stores, renowned aspirational brands and world-class systems we are regarded as front-runners in this highly competitive environment. We are...

  • Service Desk Operations Specialist

    1 month ago

    Cape Town, Western Cape, South Africa Recru-it Full time

    Service Desk Operations SpecialistAt Recru-it, we're seeking a highly skilled Service Desk Operations Specialist to join our team. As a key member of our service desk team, you will play a pivotal role in ensuring the efficient handling of first responses, assignment of tickets, and maintaining a high level of customer satisfaction.Key...

  • Service Desk Technician

    2 months ago

    Cape Town, South Africa DigiCert Full time

    **Who we are** We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies...

  • Service Desk Analyst

    5 months ago

    Cape Town, South Africa Frontline Managed Services Full time

    Elevate your IT journey with Frontline Managed Services! We're on the lookout for Help Desk team players who are not just tech-savvy but hungry for knowledge and ready to make an impact. Join us in reshaping the future of technology. **About us**: Frontline Managed Services® stands as a pioneer in IT, Financial, and Administrative Managed Services for...

  • Service Desk Administrator

    2 months ago

    Cape Town, South Africa Kocho Full time

    We are Kocho Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater. Our head office is in the heart of London’s West End and provides a comfortable working environment...

  • Service Desk Agent

    1 week ago

    Cape Town, South Africa GG Financial Recruitment Full time

    National retailer is looking for a Service Desk Agent to to provide first-line support service to all their stores, HO, DC, and to administer the day-to-day operations of the Service DeskDuties: Service desk support (hardware and software) - Support ticket management (requests and incidents via email):- Telephonic supportService...

  • Service Desk Agent 1

    6 months ago

    Cape Town, South Africa AVI Limited Full time

    **AVI LIMITED** is home to many of South Africa’s leading and best-loved brands! Listed on the Johannesburg Stock Exchange and centred on the FMCG market, AVI’s extensive brand portfolio includes more than 50 brands. Our brands span a range of categories including: hot beverages, sweet and savoury biscuits and snacks, frozen convenience foods,...