IT Helpdesk Team Lead

4 days ago

Durban, South Africa BET Software Full time

**IT Helpdesk Team Lead**

**We Want You**:
We are a Team of problem-solvers that are creating stronger and more sustainable tech solutions. In our Team, you won’t just talk about progress and innovation - we believe you will make it happen.

**You Bring**:

- Diploma or Degree in Computer Systems is advantageous.
- Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) required.
- Microsoft Systems Engineer (MCSE) advantageous.
- Experience with Office 365 and Azure advantageous.
- ITIL Foundation certification required.
- At least 3 years of experience in supervising or being a Team Lead within a service desk/helpdesk environment, infrastructure remote support.

**What You’ll Do**:

- Provide daily direction and communication to Team Members to ensure helpdesk tickets are answered promptly and efficiently.
- Assist the Team in resolving complaints and escalations from end users and management.
- Administer customer service duties such as quality analysis on call and ensure fast turnaround time on ticket resolution.
- Oversee the tickets to completion.
- Conduct scrum meetings with the IT Helpdesk Team as the scrum master.
- Provide the Team with effective and efficient troubleshooting methodology to ensure the efficiency of the Team.
- Be the point of contact for all time and attendance issues the Team Members might have.
- Interface when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
- Ensure correct entries are inserted into the IT Service Management Tool 4Me and Genesys.
- Provide hands-on, day-to-day technical support for Team Members.
- Responsible for all connectivity alerts and backup alerts.
- Point of contact for customer complaints or escalations.
- Compile technical standard operating procedures for all known errors.
- Ensure adherence to policies and procedures by Team Members and to continuously evaluate for improvements.
- Demonstrate professional skills and a high standard of integrity.

**The Company We Keep**:
At BET Software, we don't just recruit talent, we cultivate it. Our learning and development programmes, various opportunities for growth, and well-deserved incentives keep our All-Star Team the best amongst the rest.

**Please note that only Team members who meet the stipulated minimum requirements will be considered.

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