IT Service Desk Team Leader

2 weeks ago

Wynberg, South Africa Queenspark Pty LTD Full time

**VACANCY AT HEAD OFFICE**

**IT SERVICE DESK TEAM LEADER**

**Title**:IT Service Desk Team Leader

**Reporting To**:IT Executive

**Qualifications**:Grade 12Certificate / Relevant IT Certificate or Qualification

**Skills Required**:

- Tier 1 hardware and software skills
- Windows 10 and 11
- Basic knowledge of MS Azure collaboration tools (O365, MS Teams, One-Drive)
- Retail POS (LS Retail or 365Commerce)
- Basic to mid-level ERP (Microsoft Navision \ Dynamics 365 \ 365 Commerce)

**Experience**:At least two years’ IT Service Desk experience in a customer focussed retail environment

**Unique work conditions**:Must be willingly available to provide after-hours support, as needed

Own transport will be advantageous.

**Duties**:
**Service Desk Support**
- Agent assignment
- Site (HO, DC, Store) allocation
- Appropriate urgency assignment
- Appropriate priority assignment
- Correct category allocation
- Timeous, regular, and accurate updates and feedback to the requestor(s)
- Escalation to other level 2 support \ 3rd party service providers when required
- Resolution feedback
- Adherence to Zoho Servicedesk SLA parameters
- Call closure

**Telephonic support**:

- Ensure the service desk team has a standard procedure in place for telephonic support:

- Identification of issue and support required
- Administration of support requests via Zoho Servicedesk following standard ticket management procedure (above)
- Handled professionally
- Updated accurately, and on a regular basis
- Escalated, if needed, with timeous follow-up with other tier-2 support \ 3rd party service providers
- Completed within Zoho Servicedesk SLA parameters.
- Should be closed after the requester confirms the resolution

**Service desk monitoring and management**
- Ensure the Helpdesk System is monitored and administered efficiently
- Ticket assignments are well-managed
- Tickets are updated regularly
- Tickets are managed following the support chain rules
- Manage team performance via helpdesk reports, and manage improvement actions to optimize support and resolution
- Build a knowledge base via the Helpdesk
- Knowledge
- and skills transfer to the service desk team to ensure standard work and consistent delivery of solutions
- Ensure the service desk team checks the accuracy of data transfers within the ERP system
- Ensure the service desk team pro-actively monitors relevant jobs to ensure:

- The scheduler is running
- integration and transfer jobs are running according to scheduled times
- veracity and completeness of sales data that is replicated from stores to Head Office
- timeous and appropriate resolution and \ or escalation of any issues

**Restore systems connectivity after offline incidents**
- Timeous resolution and \ or co-ordination of resolution via service desk team, and\or following the Queenspark support chain, and\or 3rd party service providers, as appropriate
- Strict adherence to turnaround times
- Clear feedback and communication, or facilitation of communication, amongst the team and to impacted divisions

**Personal Requirements**:

- Pro-active
- Team player
- Adheres to Principles and Values
- Relating and Networking
- Persuading and Influencing
- Presenting and Communicates Information
- Problem Analysis and Judgment
- Quality and Detail Orientation
- Customer Focus
- Adapting and Responding to Change
- Coping with Pressures and Setbacks

Application Deadline: 2024/11/07

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