Helpdesk Supervisor

**UP Professional and Support**:
DEPARTMENT OF INFORMATION TECHNOLOGY SERVICES

HELPDESK SUPERVISOR (IT)

PEROMNES POST LEVEL 7- The University of Pretoria's commitment to quality makes us one of the top research Universities in the country and gives us a competitive advantage in international science and technology development._

JOB PURPOSE:
To develop and manage a responsive, self-service enabled, customer-centric Helpdesk with the intention of supporting Information Technology Services offerings. To foster a single and first point of contact for customers through stable and mature ITS Helpdesk processes.

To provide leadership, coordination and management of resources to ensure the continual availability, stability and functioning of the ITS Helpdesk function.

RESPONSIBILITIES:

- Operational management:

- Refine and optimise the ITS Helpdesk human resource and capacity plan;
- Review and maintain ITS Helpdesk documentation;
- Coordinate and communicate service outages internal to ITS;
- Establish and maintain an escalation process;
- Create and administer ITS customer feedback mechanisms. Analyse results and make recommendations for service improvement;
- Stay up-to-date with technology developments and trends;
- Provide management reporting on ITS Helpdesk services performance;
- Make recommendations for service improvement plans, and ensure actions are followed through to completion in a timely manner;
- Assist the Manager: End User Computing and Service Management to advance the University’s strategic objectives through ITS initiatives and operational activities;
- Service excellence and management:

- Identify, define, manage, monitor and report on the services and service levels required to provide support through the ITS Helpdesk environment and services;
- Provide ongoing maintenance of the dynamic Service Catalogue;
- Ensure relevant ITS Helpdesk Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to end users;
- Coordinate the identification and resolution of service incidents, requests and problems, and where required escalate to and co-ordinate resolution with third-party suppliers;
- Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the ITS Helpdesk;
- Identify and manage the ITS Helpdesk services and subordinate processes, including request fulfilment, access management, event management, incident management and problem management. Ensure all service management process are documented, maintained and adhered to;
- Manage and maintain the access rights to systems and information where these have been delegated to the ITS Helpdesk;
- Coordinate the activities of third-party service providers and suppliers. Monitor their performance against their SLAs and help resolve underlying problems;
- Identify and manage the interests of, and relationships with, internal and external stakeholders in the Service Desk environment to ensure their on-going commitment. Agree and publish the Service Desk objectives with these stakeholders and report on performance in respect of those objectives;
- Collaboration:

- Be an ambassador for ITS, working across the University to provide communication on ITS matters and build relationships with other teams to ensure dialogue between departments;
- Build and maintain strong and productive relationship with internal and external ITS stakeholders;
- Communicate to senior ITS management about discrepancies on any IT services offered and the end user requirements;
- Have oversight on end-user advise services;
- Prepare, document, update and regularly test ITS Helpdesk continuity plans with the relevant ITS stakeholders and ensure coordination with overall Business Continuity plan;
- People management:

- Manage Service Desk agents in delivering a speedy and efficient service to end users;
- Ensure that individual performance measures/agreements are in place;
- Coach and mentor staff to achieve the agreed performance targets and develop a training and skills development plan for staff;
- Conduct quarterly performance reviews with staff as well as regular team meetings;
- Asset and financial management:

- Assess and recommend necessary tools to support development and maintenance of ITS Helpdesk services;
- Participate in identification of ITS technical products, and conduct research into ITS Helpdesk products and services;
- Provide asset management for the ITS Helpdesk in consultation with the ITS Finance team;
- Assist in the planning, compilation, management and execution of the ITS Helpdesk budget;
- Governance and compliance:

- Partake in critical ITS Cyber and Information Security prevention activities;
- Identify changing trends related to security issues and coordinate and manage resolution of threats identified by users;
- Advise users of threats and how to prevent threats;
- Effect the necessary steps to contain threat