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IT Service Desk Lead

2 months ago

Johannesburg, Gauteng, South Africa KPMG-SouthAfrica Full time
Job Title: IT Service Desk Lead

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 clients.

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.
Reporting and Analysis:
  • Ensure 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 onboarding new staff and returning equipment when staff offboard.
  • Participate in and manage projects.
Team Management:
  • 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.
Technical Skills:
  • 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.
Requirements:
  • 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.