IT Service Desk Supervisor

3 days ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001049

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:Helpdesk and Technical Support**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**:
TRACKER requires the services of an IT Service Desk Supervisor based in the Technology Department in our Johannesburg Head Office. The incumbent will be responsible for building, enhancing, and executing our Processes and Procedures so that we can develop Service Delivery.

**Job description**:
**KEY DUTIES AND RESPONSIBILITES**:

- Resolve incident logged as part of first line support to end-users.
- Ensure that changes and amendments are escalated according to change control procedure.
- Inform users on how to deal with amendments, projects and other requests that are not incidents or problems.
- Educate users on preventative actions.
- Central point of contact for users.
- Record systems availability and downtime and compile a daily report.
- Prepare monthly reports on team and work orders statistic and report on findings.
- Provide support and error resolution on client database.
- Support users with queries on MS Office and Windows.
- Perform role of system administrator by granting access to various systems.
- Manage, organise and maintain the workflow of the helpdesk environment.
- Update and manage the call logging system and the helpdesk mailbox.
- Responsible for ensuring excellent customer service between IT and the client base (users)
- Responsible for evaluating subordinates’ performance.
- Work with Systems Manager, Service Delivery Manager, and Desktop Support Manager to improve communication, standardise processes, workflows, and procedures between groups.
- Must have knowledge of all network and desktop support system in order in to provide comprehensive support.
- Informed of change control procedures with departmental managers to keep the end user informed of any changes that will impact their computer use.
- Carries out support call reduction plan by monitoring and reporting on call volume and providing solutions to recurring support request or complaints.
- Escalate any calls that are not resolved at first line support to the relevant support team.
- Be the first point of contact for all escalation within BU.
- Ensure that New User requests are addressed accurately and within agreed timelines.
- Updating Active directory daily.

**Minimum requirements**:

- IT diploma or IT related diploma (required)
- Matric or Equivalent certification (required)
- 5 years’ experience in the Tier2 service desk role (required)
- 3 years supervisory experience (preferred)
- A & N (preferred)
- ITIL 4 Foundation (required)
- Microsoft AZ fundamentals (required)
- Microsoft AZ 104 Admin (required)
- Microsoft Desktop Analytics (preferred)

**BEHAVIOURAL COMPETENCIES**
- Judgement
- Initiative
- Verbal and written communication
- Time Perspective

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