Support Desk Lead
2 weeks ago
To lead the Support Team to resolve support issues relating to REDi Supported Products and Projects.
KEY SUPPORT LEAD DUTIES:
- To lead the Support Team to resolve support issues relating to REDi Supported Products and Projects
- Support Reporting
- Support Schedule Rostering
- Support Issue Monitoring and Assistance
- Client Monthly Management Hours Reporting and Monitoring
- First Level Support Escalation Path
- Support Resource Management - Hiring, Interviewing and Training
- Setting up and Updating Support Desk Process Documentation
- Support Team Mentoring
KEY SUPPORT AGENT DUTIES:
- To log all incoming support issues on the support issue logging system.
- To professionally and efficiently resolve all issues logged on the system.
- To escalate appropriate issues to the relevant Account manager when required.
- To work with the Production team in delivering and testing projects and new functionality.
- To be part of the project implementation team when required.
- To play an active role in the Agile product development process by attending morning scrum meetings
and resolving testing issues timeously.
- To comply with all appropriate processes and policies as signed off, plus any and all other company
SKILLS AND EXPERIENCE
SKILLED IN ONE OR MORE OF THE FOLLOWING:
- Microsoft Product Suite
- Google Product Suite
- Jira Software
- Jira Service Desk
EXPERIENCE:
- Previous experience leading an IT support team essential.
TYPE
Full-time
EXPERIENCE LEVEL
Mid / Senior
REMUNERATION
commensurate with experience
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