IT Service Desk Supervisor

5 days ago

Midrand, South Africa Datacentrix Full time
Datacentrix looking for an IT Service Desk Supervisor to be based at our Midrand offices. The successful candidate will be responsible for the daily running and management of the service desk through the effective use of resources from the point where the call is logged through to the resolution and then the closure of the call.

Qualification and Experience:
  • Matric and IT Diploma
  • ITIL certification
  • Ability to build relationships with client representatives, service providers and other areas within Service Management
  • MCSE 2012 certification will be an advantage
  • Must have a proven technical background
  • 5 years related experience within an IT Service Desk environment
  • Knowledge of helpdesk operation
  • Proven experience in managing a high call volume Service Desk
  • Demonstrable experience of working in an IT Service management capacity
  • Proven people management skills
  • Experience in managing and leading a diverse Service Desk team
  • Excellent communication skills at all levels – verbal and written
  • Proven ability to work independently and as a team member
  • Ability to be flexible and work analytically in a problem-solving environment
  • Excellent Interpersonal Skills
  • Strong supervisory, coaching and project management skills
  • Must display professionalism, confidence, accuracy and efficiency
  • Excellent customer service skills
  • Strong analytical, organizational, multi-tasking, and time-management skills
  • Excellent negotiation, influence, mediation and conflict resolution skills
  • Excellent business acumen and industry acumen
  • Proven track record in managing defined SLA’s and OLA’s
  • Sound Microsoft Office knowledge (highly competent in Microsoft Outlook, Word, Excel)
Duties and Responsibilities:
  • Coaching of Service Desk staff
  • Continuously analysing, evaluating, checking and measuring the performance of the 1st Level support staff.
  • Responsible for all incidents being resolved within the defined time as per agreed business SLA
  • Follow up with management both internally and externally with regards to service providers to ensure related queries / issues have been resolved timeously
  • Ensure the Service Desk staff respond to customer queries and provide feedback  timeously
  • Actively find ways to improve customer service and encourage to act accordingly
  • Provide reporting to the Service Desk Manager
  • Conduct regular format quality checks to gauge quality of incident details and resolutions
  • Understanding of service management disciplines and the required deliverables.
  • Ensure quality and profitable services are provided by the Service Desk in accordance with the Service Catalogue and agreed SLA’s and OLA’s
  • To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
  • To ensure that staff are managed effectively and comply to standing processes and procedures and based on these produce output in accordance to their defined KPI’s
  • Provide an escalation point for critical support issues
  • To ensure that regular pro-active measures are put into place daily/weekly/monthly to reduce potential user complaint areas
  • Oversees day to day Service Delivery
  • Management reports to be compiled on a daily/ weekly/ monthly basis
  • Enforcing contractual obligations
  • Manage incident life cycles from start to completion 
  • Manage the data integrity of the call system
  • Allocate work and staff to specific job roles and outcomes
  • Appraise staff performance every 6 months
  • Defining staff objectives against KPI’s
  • Responsible for the provision of guidance to operational staff in the creation of work processes and procedure writing
  • Maximising team productivity
  • Ensuring service delivery to the business through monitoring of SLAs
  • Managing and guiding staff to enable optimal service delivery
  • Management of escalated incidents and communication with related teams, business and external vendors
  • A strong commitment towards professional service delivery
  • The ability to work in a high-pressure environment
  • Excellent presentation skills and the ability to communicate effectively at all business levels
  • Experience in mentoring and coaching individuals
  • The ability to measure quality of calls logged (voice and incidents)
  • Good planning and time management skills
  • Good problem solving skills and strong attention to detail
  • Creates awareness of the company's strategic objectives and their alignment to the department and objectives
  • Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
  • Ensures appointments are in line with EE targets / strategy
  • Develops and empowers people, recognizing and rewarding value-added performance
  • Identify, manage and develop talent
  • Report to customers and management on outputs and trend analysis

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