Team Leader
2 months ago
**Job description**:
As the Team Leader - Service desk, your job purpose is daily real time management of the team to ensure service levels are met and maintain a high level of customer service. Attend to team related issues. The identification, management and resolution of problems that affect the quality of service to the user/client base. Responsible for motivating team members and assessing and evaluating their performance against agreed targets.
**Requirements and qualification**:
- Matric, NQF Level 4 and higher: Management Diploma; Diploma in Information Technology/Computer Science/Engineering
- Professional Qualifications
- CompTIA Certifications Advantageous
- ITIL Foundation Certification
- Microsoft Certifications Advantageous
**Technical skills**:
- **IT Service Management (ITSM) Tools Proficiency** - **Expertise in using ITSM tools such as ServiceNow, Jira Service Desk, Ivanti, or BMC Remedy for ticket management, reporting, and workflow automation.
Importance: Enables effective tracking, prioritization, and resolution of tickets
- **Understanding of ITIL Framework** - Knowledge of ITIL (Information Technology Infrastructure Library) practices, including incident management, problem management, change management, and service request management.
- **Network and Infrastructure Knowledge** **Network & Infrastructure Understanding** - Understanding of networking concepts, protocols, and infrastructure components such as routers, switches, firewalls, and VPNs.
Vital for addressing network-related issues and ensuring connectivity.
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