Team Lead 1

4 weeks ago


Northern Suburbs, South Africa Computacenter Full time

The provision of proactive management of a 24x7 Service Desk Team. The role will take an influential lead in managing change and the implementation/development of an end-to-end ‘total’ Incident Management process, based on ITIL concepts.

The position will ensure an effective approach to the management of all day-to-day Service Desk activities and escalations, actively working with both the Client management team and various operational teams, assisting in the continual ongoing review and improvements for all services provided.
- Experienced within the ITIL Service Desk
- Positive and adaptable attitude, pleasant and friendly.
- Strong organizational and communication skills.
- Demonstrate knowledge and proficiency in working within an ITIL conformant Service Desk Environment, showing intimate knowledge of effective business process mapping and design.
- Good personal presentation.
- Ability to communicate effectively at all levels, both written and verbal.
- Ability to perform well under pressure.
- Wants to ensure delighted customers, above and beyond the call of duty.
- Has intimate knowledge of implementing a Service Desk.
- Works accurately and with eye for detail.
- Handles in the best interest of both customer and company. Is willing to build a long-term relationship with the customer (not a "job-hopper").
- Ability to facilitate multi-departmental functions, to achieve necessary success.
- Ability to compile and analyse data.

**MAIN** RESPONSIBILITIES**:

- Enforcement of ITIL conformant processes to ensure both effective and efficient utilisation of assigned resource and interactive interface with all operation support providers.
- Proactive management of the Service Desk Team, taking an influential lead in managing change and the implementation/development of an end-to-end ‘total’ Ticket Management process. Continually re-develop Service Desk processes according to ITIL best practices.
- Develop and maintain formal procedures for consistency and increased productivity.
- Implement methodologies to improve first time resolution, manage customer perceptions, and build strong internal relationships.
- Working within the existing technology, identify ongoing training and other resources to maximize Service Desk Team effectiveness.
- Build a qualified Service Desk team through innovative hiring and training techniques.
- Implement effective staffing and scheduling models for guaranteed coverage at the lowest possible costs.
- Develop a customer care philosophy that ensures customer satisfaction.
- Analyse Service Desk performance through various statistical and reporting methods.
- Actively work with the Account/Service/Operational Management team(s) and assist in commercial developments of assigned client accounts to maximise revenue.
- Effectively manage all day-to-day Service Desk team activities and escalations.
- To work closely with Client Management Team and assist in ongoing review and improvements within performance parameters, for all services provided by the Service Desk.
- Effective management of all tickets logged within the Service Desk.
- Management of 3rd party Vendors and key client business partner relationships, ensuring contracted services are consistently achieved and improved.
- Provide an effective communication point and reference on all business impacting problems or significant disruptive issues, to ensure succinct and timely resolution whilst protecting Computacenter and the Client business.
- To ensure ‘client validated’ adherence to the Service Level Agreement and associated Performance measurements and indicators.
- Manage the configuration and change management processes, ensuring comprehensive information about all supported components are contained within the Change Management Database.
- Develop processes and procedures to increase effectiveness and quality of Service Desk, services provision, and to develop proactive ongoing improvement initiatives.
- To review and present, as required, periodic performance reports related to the Service Desk and resources.
- To represent the clients interests within Computacenter internally.
- Owner of client complaints as described in the Computacenter quality system.
- Chair and/or actively participate in scheduled or reactive meetings, presentations at all levels of management.
- Overall responsibility for the management and development of the Service Desk personnel and achievement of team objectives.
- To manage and be responsible for all related policies and processes



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