IT Service Desk Lead
1 week ago
At KPMG-SouthAfrica, we are seeking a highly skilled and experienced IT Service Desk Lead to join our team. As a key member of our IT department, you will be responsible for providing advanced technical support and acting as a first point of escalation for our users.
Key Responsibilities:- Manage and prioritize incoming tickets to the Service Desk, ensuring timely and effective resolution of end-user issues.
- Take overall responsibility for incident management and request fulfillment.
- Notify the IT Service Delivery Manager of any issues that could significantly impact the business.
- Collaborate with the relevant IT Support teams to handle more complex tickets.
- Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the department's needs.
- Track and analyze trends in Incidents to anticipate potential problems and implement proactive measures to reduce recurring issues.
- Manage the readiness of IT equipment for on-boarding new staff and returning of IT equipment when staff are off-boarding.
- Participate and manage Projects.
- Lead and manage the team by providing guidance, coaching, and mentoring to ensure a high-performance team.
- Manage KPIs and undertake performance reviews as required to improve the quality of work and knowledge.
- Ensure the team takes ownership of user issues and is proactive when dealing with user issues.
- Manage leave, stand-by, and shift rosters.
- Review ServiceNow tickets to ensure 1st-level resolution is met within agreed SLAs.
- Promote a positive team culture through collaboration, knowledge sharing, and professional development.
- Conduct regular team meetings and training sessions.
- Review customer satisfaction surveys and take appropriate action.
- Work closely with the Assets team to fulfill hardware requirements.
- Handle team escalations until resolution.
- Demonstrate sound knowledge to support various applications and hardware technologies.
- Analyze and resolve complex technical issues.
- Create and maintain knowledge articles.
- Ensure troubleshooting guides are available and up to date.
- Oversee Printer and Video Conferencing services.
- Continuously uplift the team's troubleshooting skills.
- Engage with EUC and NITSO teams to ensure all computers are compliant with necessary updates to mitigate security risk.
- Matric.
- Degree in Information Technology is strongly recommended.
- ITIL Certification is essential.
- Experience of at least +5 years in a Service Desk environment is essential.
- Experience of at least 2 years managing an IT Support team is essential.
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