Group IT Service Desk Lead
1 day ago
Kempton Park, Gauteng - Information Technology
**Group IT Service Desk Lead (JB1994)**
Kempton Park, Johannesburg
R650 000.00 per annum
Duration: Permanent
- Overview_
- We are looking for a passionate, result orientated Service Desk Lead to join our IT service delivery department _
**Minimum Requirements**:
BCom IT / ITIL Service delivery or similar
At least 5 years’ experience in a similar position
Ability to work under pressure
Problem solving skills
Server technical support technologies (2012-19, AD, Exchange, Citrix Virtual Apps, Cloud Based technologies incl M365)
Networking experience including understanding of VPN, LAN, WAN, and wireless
**Duties**:
Utilize ticket tracking system to document all support incidents
Setting up of KPIs and reporting of metrics for the Service desk
Participation with maintaining inventory of hardware, software and support assets with the IT networking team
Enforces IT standards and educate employees about compliance issues
Provide detailed and comprehensive tier 1 and tier 2 technical support to end users
Initiate strategies to obtain customer feedback on service delivery, to rate customer perception about the group in order to determine strengths and weaknesses, and further strengthen loose ends for better service delivery
Take measures of crisis management to control all effects that may arise from end user problems and complaints to avoid escalation
Showcase level of expertise by providing satisfactory explanations and solutions to end user questions and issues to gain their confidence
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