Support Desk Manager
2 days ago
What will you do? This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants. What will make you successful in this role? Software management Support: Ensure that team knows the software, services and processes through ongoing training sessions and supported documentation. Co-ordinate information sharing sessions with colleagues and partners Rollouts: S.net releases Ensure that the Support Desk is prepared and informed to render release support to clients during and after roll-out Stakeholder management Take responsibility for clearly defined SLA’s and working relations between Support Desk Support and its partners (i.e.: Company, Advice Tools). Yearly review this Take responsibility for regular communication with partners (i.e.: Distribution Support colleagues, Company etc) to discuss problems, raise issues and look for better ways to work together to deliver the strategy to clients Liaise with partners for process changes and implement accordingly People management Ensure that all Support Desk consultants are suitably skilled, qualified and knowledgeable to undertake the duties productively and effectively Coach and develop the Support Desk consultants as and when necessary Undertake timeous recruitment and selection to ensure that vacancies are filled quickly with the correct profiled person Effective Support Desk management Ensure that Support Desk phone lines are effectively ‘manned’ at all times to take incoming calls. Manage resources in terms of effective productivity in this regard (i.e.: shift list/schedule, log out time, unavailable time, etc) Use voice recordings for quality control and to address client complaints. Coach and develop consultants appropriately Undertake daily statistical reporting on calls (logged, closed, dropped calls, duration etc) to staff. This is taken from BMC Helix and QlikView. Undertake monthly Support Desk performance and metrics stats for Goals purpose. Qualification and Experience Management Diploma or suitable equivalent qualification. Information Technology Qualification (degree or diploma) will be strongly recommendable; and/or any secondary qualifications with emphasis on technical related courses such as MCSE, A+, N+, ITILL Minimum of 3-5 years’ experience within software deployment and support environment. Experience in life assurance or broader financial services industry an advantage. Knowledge and Skills IT/Systems/Tools: Call Centre/Support Desk systems/software program technology MS packages (i.e. Email, Teams, Word, Excel, PowerPoint) Windows and operating systems Configuration of software and programs Business: Legislation impacting on the Financial Services environment (FAIS, FICA, Commission Regulations etc) Basic Sanlam Product knowledge Knowledge of Sanlam Personnel Policy Expense management and budgets Management and co-ordination of manpower resources Core Competencies Customer Service Team Success Planning and Organizing Work Standards Decision Making Building and maintaining relationships Communication Coaching Continuous Learning
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Support Desk Manager
4 weeks ago
Cape Town, South Africa Progressive IT Resourcing Full timeWhat will you do? This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants. What will make you successful in this role? Software management Support: Ensure that team knows the software, services and processes through ongoing...
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Support Desk Manager
3 weeks ago
Cape Town, South Africa Recru-It Full timeSummary This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants. What will make you successful in this role? Software management Responsibilities Ensure team knows software, services and processes through ongoing training...
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Cape Town, South Africa Superior Support CC Full timeA dynamic IT service provider in Cape Town is seeking a Service Desk Coordinator to enhance service delivery through efficient task allocation and proactive communication. The ideal candidate should have experience in support roles, excellent communication skills, and the ability to manage multiple tasks. This is a full-time on-site position, ideal for...
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Jnr Service Desk Coordinator
1 day ago
Cape Town, Western Cape, South Africa Superior Support CC Full timeCompany DescriptionSuperior Support is a local IT Support business operating centrally from Pinelands, Cape Town. The company is dedicated to delivering reliable and professional IT services to meet the needs of its clients. Known for its customer-centric approach, Superior Support continuously strives to provide high-quality solutions and foster strong...
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Service Desk Coordinator
2 weeks ago
Cape Town, South Africa Superior Support CC Full timeA small IT business, that's been around a long time — taking steps towards resetting what we do, why we do it and how we evolve — our people, our services and our clients. Whilst we are learning as we go, we are currently looking for someone who matches our desire for change. What is the role? This is a full-time on-site role in Cape Town for a Service...
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Service Desk Manager
2 days ago
Cape Town, South Africa Truworths Full timeJoin South Africa’s leading fashion retailer with over 700 stores, renowned aspirational brands and world class systems and become part of the winning team. If fashion retail excites you, along with a fast paced and innovative environment, then this position may well be for you. We are looking for an energetic, customer focused and result oriented Stores...
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Service Desk Agent I
2 days ago
Cape Town, South Africa iOCO Pty Ltd Full timeWe are seeking a dedicated Service Desk Agent who excels in proactive system monitoring, daily application checks, and effective event management. This role requires strong multitasking abilities, adherence to instructions and working procedures, and a commitment to accurate correspondence and documentation. . What you'll do: Requires performing daily...
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Service Desk Coordinator
2 weeks ago
Cape Town, South Africa Superior Support CC Full timeA small IT business, that's been around a long time — taking steps towards resetting what we do, why we do it and how we evolve — our people, our services and our clients. Whilst we are learning as we go, we are currently looking for someone who matches our desire for change. What is the role? This is a full-time on-site role in Cape Town for a Service...
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Senior Service Desk Engineer
2 days ago
Cape Town, South Africa iOCO Pty Ltd Full timeThe role will involve administering all aspects of the organisation's environment by providing a 1st/2nd/3rd line support service for the firm globally. The ideal candidate will be required to maintain regular dialogue with clients, users, stakeholders, andvendors to anticipate potential opportunities and challenges that may arise because of global...
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Support Desk Manager: Lead
3 weeks ago
Cape Town, South Africa Recru-It Full timeA recruitment firm is seeking a Management position for a team of Support Desk Technology Consultants. The successful candidate will be responsible for ensuring team skills through continuous training and managing relationships with partners. Candidates should have a Management Diploma and a background in IT, with 3-5 years' experience in software support....
