Technical Support Leadership Role

7 days ago


Province of North West, South Africa Ascent People Ltd Full time
Key Responsibilities:
  • Assist the Service Desk Manager in supervising the Service Desk staff
  • Handle the IT support queue when needed
  • Collaborate with technicians on incident management and service request fulfillment
  • Aid in managing breached SLAs
  • Assist with defining, validating, and distributing metrics to stakeholders
  • Provide cover for the Service Desk Manager during absences
  • Track active performance against SLAs, escalating as necessary
  • Ensure the on-call rota is updated and provides adequate support out of hours
  • Support the Service Desk Manager with the Major Incident process
  • Contribute to communications regarding potential IT service disruptions

Candidates must possess strong analytical skills, an attention to detail, and excellent communication abilities. They should be comfortable working autonomously and have experience facilitating meetings at various levels of an organization.



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