Service Desk Lead (Applicable to internal candidates only)
Listing reference: minte_000256
Listing status: Under Review
Apply by: 25 July 2024
Position summary
Industry: Scientific, Research & Development
Job category: IT and Telecommunications
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Mintek has an exciting career opportunity for a Service Desk Lead. The candidate will manage and oversee the daily operations of the service desk team by addressing technical and ICT support requirements and resolving ICT-related issues of the entire workforce of Mintek in a timely manner.
Job description
Manage the ICT Service Desk:
Central Ownership of Issues and Service Requests
Responsible for all incidents and service requests logged with the ICT Service Desk. Responsible for tracking and progress chasing of incident and service requests to conclusion and in line with performance targets and quality standards.
Incident and Escalation Management
Management of critical incidents associated user communication, activities and any appropriate escalations. To analyse incident trends and suggest strategies for improvement to ICT management.
Internal Client Relationship Management and Service Reviews
To build service relationship with internal clients, to conduct client service reviews, to review performance reports, service improvements, quality and processes. To provide management with performance reports.
Management of Third-Party Suppliers
Manage and collaborate with third party suppliers where appropriate and ensure that their performance and provision of services and quality is in line with ICT’ expectations and enables ICT to meet or exceed service levels.
Incident Levels
Continually measure, monitor and work to drive down incident levels.
Service Desk incident Logging System
Act as the Service Desk Specialist for the ICT Department, which include the following responsibilities:
1. Identify and implement improvements to the Service Desk incident logging system to provide a more effective and efficient service to internal clients.
2. Configure the call logging system, e.g. defining and setting up business rules and call priority levels
3. maintaining the call logging system’s on the service desk system
4. call logging system administration and customization
5. Setting up call logging system reports and distributing to management
Service Desk Knowledge Management
To ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to internal clients.
Responsible for ensuring that the Service Desk has the requisite knowledge to process incidents effectively.
Leadership and Line Management
Leading and managing the Service Desk team to ensure team and individual performance levels meet internal client needs consistently. To ensure continual development of the team and individuals takes place and that potential is achieved.
Minimum requirements
QUALIFICATION:
- Minimum: 3-year degree/diploma in IT or related field
- Ideal: MCSE
EXPERIENCE
Minimum:
- 3-5 years previous experience in managing an IT Service Desk.
- Certified Administrator of Service Desk management System (e.g. HEAT)
- Configuration of Windows Operating Systems.
- Knowledge on assembling and disassembling of computer hardware.
- Troubleshooting applications.
- Troubleshooting network connectivity.
- Installing and configuring 3rd party applications.
- Sound knowledge of MS Office.
- Install and connection of office automation devices e.g. projectors.
- An understanding and practice of general management concepts, customer care, and project management.
Ideal:
- ITIL v3
- Basic understanding of enterprise wide networks (LAN & WAN architecture)
- Knowledge of the operational and technical problems involved in the administration of a specialized program (Service Desk management System e.g. HEAT)
- Knowledge of the assigned program specialty.
- Ability to plan, coordinate, and expedite work projects.
- Ability to interpret complex rules and regulations.
- Ability to communicate with others verbally and in writing.
- Understanding and ability to use TCP/IP and associated protocols and tools (DNS, DHCP, PING etc).
- An understanding and practice of general management concepts, customer care, and project management.