▷ (15h Left) Service Desk Lead

2 months ago


Randburg, South Africa Mintek Pty Ltd. Full time

Service Desk Lead (Applicable to internal candidates only)

Listing reference: minte_000256

Listing status: Online

Apply by: 25 July 2024

Position summary

Industry: Scientific, Research & Development

Job category: IT and Telecommunications

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

Mintek has an exciting career opportunity for a Service Desk Lead. The candidate will manage and oversee the daily operations of the service desk team by addressing technical and ICT support requirements and resolving ICT-related issues of the entire workforce of Mintek in a timely manner.

Responsibilities

Manage the ICT Service Desk:

1. Central Ownership of Issues and Service Requests: Responsible for all incidents and service requests logged with the ICT Service Desk, tracking and progressing incidents to conclusion in line with performance targets and quality standards.
2. Incident and Escalation Management: Manage critical incidents, user communication, and appropriate escalations. Analyze incident trends and suggest strategies for improvement to ICT management.
3. Internal Client Relationship Management and Service Reviews: Build service relationships with internal clients, conduct service reviews, and provide management with performance reports.
4. Management of Third-Party Suppliers: Collaborate with third-party suppliers to ensure their performance meets ICT expectations and enables ICT to meet or exceed service levels.
5. Incident Levels: Continually measure and monitor incident levels to drive down occurrences.
6. Service Desk Incident Logging System: Identify and implement improvements to the Service Desk incident logging system, configure business rules, maintain the system, and set up reports for management.
7. Service Desk Knowledge Management: Ensure the Service Desk utilizes appropriate knowledge management tools to provide effective service to internal clients.
8. Leadership and Line Management: Lead and manage the Service Desk team, ensuring performance levels meet internal client needs and facilitating team development.

Minimum Qualifications

- Minimum: 3-year degree/diploma in IT or related field
- Ideal: MCSE

Experience

Minimum:

- 3-5 years previous experience in managing an IT Service Desk.
- Certified Administrator of Service Desk management System (e.g. HEAT).
- Configuration of Windows Operating Systems.
- Knowledge on assembling and disassembling of computer hardware.
- Troubleshooting applications and network connectivity.
- Installing and configuring 3rd party applications.
- Sound knowledge of MS Office.
- Installation and connection of office automation devices (e.g. projectors).

Ideal:

- ITIL v3
- Basic understanding of enterprise-wide networks (LAN & WAN architecture).
- Knowledge of operational and technical problems in the administration of a specialized program (Service Desk management System e.g. HEAT).
- Ability to plan, coordinate, and expedite work projects.
- Ability to interpret complex rules and regulations.
- Ability to communicate effectively.
- Understanding and ability to use TCP/IP and associated protocols and tools (DNS, DHCP, PING, etc.).

#J-18808-Ljbffr


  • Service Desk Lead

    2 months ago


    Randburg, South Africa Mintek Pty Ltd. Full time

    Service Desk Lead (Applicable to internal candidates only) Listing reference: minte_000278 Listing status: Online Apply by: 11 September 2024 Position summary Industry: Scientific, Research & Development Job category: IT and Telecommunications Location: Randburg Contract: Permanent Remuneration: Market Related EE position: Yes Introduction Mintek...


  • Randburg, South Africa Titan Centre of Excellence Full time

    **KEY PERFORMANCE AREAS** **1. Provide Support to Stakeholders** 1.1. Provide day to day Tier1 service desk support by responding to support queries telephonically or via computer chat; 1.2. Follow up with clients on the logged queries; 1.3. Setup and prepare boardroom equipment for meetings; 1.4. Maintain a high degree of customer service for all support...


  • Randburg, South Africa Tracker South Africa Full time

    Listing reference: track_001292 Listing status: Online Apply by: 8 October 2024 Position summary Industry: Telecommunication Services Job category: Helpdesk and Technical Support Location: Randburg Contract: Permanent Remuneration: Market Related EE position: Yes Introduction TRACKER requires the services of a Service Desk Technician based in the...


  • Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001292 **Listing status**: Online **Position summary**: **Industry**:Telecommunication Services**Job category**:Helpdesk and Technical Support**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: TRACKER requires the services of a Service Desk Technician based in the...

  • Help Desk Analyst

    3 days ago


    Randburg, Gauteng, South Africa IOCO Full time

    Job DescriptionWe are seeking a Help Desk Analyst to join our team at iOCO Infrastructure Services. The ideal candidate will have 1-2 years of experience in an IT service desk environment, with a strong background in customer service and first-call resolution.Main Responsibilities

  • Service Desk Agents X3

    6 months ago


    Randburg, South Africa IOCO Full time

    Are you passionate about delivering exceptional customer service and providing technical support? We're seeking highly motivated and customer-oriented Service Desk Agents X3 to join our dynamic team at iOCO. They will play a crucial role in ensuring the satisfaction of users by providing timely and effective technical support and assistance. What...


  • Randburg, South Africa FirstRand Full time

    Job Description Hello Future IT Help Desk Technician Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to...


  • Randburg, South Africa FirstRand Full time

    Job Description Hello Future IT Help Desk Technician Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to...


  • Randburg, South Africa FirstRand Full time

    Job Description Hello Future IT Help Desk Technician Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to...


  • Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001076 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:IT-Management**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: **Job description**: **KEY DUTIES AND RESPONSIBILITES**: *** **Contribute to and influence**: - o IT...

  • Front Desk Associate

    2 weeks ago


    Randburg, Gauteng, South Africa HR Human Solutions Agency Full time

    Job Description:We are seeking a highly skilled and customer-focused Front Desk Associate to join our team at HR Human Solutions Agency. This is an excellent opportunity for someone who is passionate about delivering exceptional service and creating memorable experiences for our guests.Responsibilities:Welcome and assist guests in a friendly and professional...


  • Randburg, Gauteng, South Africa Baxter Full time

    About BaxterBaxter is a leading medical innovations company that has been transforming healthcare for over 85 years. Our products and therapies are found in almost every hospital worldwide, in clinics, and in the home.Estimated Salary: $55,000 - $65,000 per yearJob DescriptionWe are seeking an experienced Help Desk Support Specialist to provide first-line...


  • Randburg, Gauteng, South Africa The Icon Group Full time

    About The Icon GroupWe are a leading organization in the mining and minerals industry, seeking an experienced Senior Civil Structural Engineer Lead to join our team.Job DescriptionThis is a key leadership role that requires a seasoned professional with extensive experience in civil and structural engineering design for mining and minerals processing plant...


  • Randburg, South Africa Baxter Full time

    This is where you save and sustain lives At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found in...

  • Technical Expert Lead

    2 months ago


    Randburg, Gauteng, South Africa Emporium Human Capital Full time

    Technical Support Manager RoleWe are seeking a highly skilled Technical Support Manager to join our team at Emporium Human Capital. This is a great opportunity for a professional with a passion for technical support to take on a leadership role.Key ResponsibilitiesLead a team of technical support personnel to provide high-quality service to clientsDevelop...

  • SAIPA Clerk

    3 weeks ago


    Randburg, South Africa Jobted ZA C2 Full time

    Key Responsibilities: - Assisting with audits, financial statements, and tax submissions. - Preparing reconciliations, bookkeeping, and monthly management accounts. - Ensuring compliance with relevant accounting standards and tax regulations. - Engaging with clients to provide high-quality service and support. - Collaborating with senior accountants on...


  • Randburg, Gauteng, South Africa Kontak Recruitment Full time

    **Job Description:**We are seeking an accomplished Director of Pro Bono Services to lead our Community Law Clinic in Randburg, Johannesburg.**Key Responsibilities:**Design and implement a comprehensive pro bono strategy to enhance access to justice.Develop and maintain relationships with key stakeholders, including township leaders, NGOs, and courts.Lead...

  • Lead Product Engineer

    3 weeks ago


    Randburg, South Africa Absa Bank Full time

    time left to apply End Date: December 10, 2024 (5 days left to apply) job requisition id R-15969863 Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this...


  • Randburg, Gauteng, South Africa IOCO Full time

    Key ResponsibilitiesEfficiently log and allocate incoming calls, collaborating with engineers to ensure all calls are attended to and closed.Ensure accurate call logging within our ITSM tool as per operational processes.Assist the team during work overload and maintain general administration tasks.Maintain exceptional customer liaison, interacting...


  • Randburg, South Africa Exceed Human Resource Consultants Full time

    Reference: 9933 CDS Consultant: Carina de Swardt Job Description: Responsibilities include: - BEE scorecard calculation, review, deep analysis, and high-quality presentation to clients - Generate or review complex BEE scorecards, including the ownership element - Evaluate B-BBEE ownership transactions and determine the impact on the ownership scorecard -...