Cape Town: ICT Support Lead (CPT/JHB Onsite) posted by DataFin Recruitment

ENVIRONMENT:

A dynamic provider of innovative Software & Systems Solutions is looking for an ICT Support Lead who will be responsible for leading and coordinating a team of ICT Support Technicians in their daily support-activities. You will actively contribute to support-activities like installing, maintaining and developing of the company ICT Infrastructure as well as engaging with suppliers/clients across all regions. Applicants will require an A+ Certification with 1-3 years relevant work experience & must have good troubleshooting skills. You will also need a valid Drivers License and South African ID.

DUTIES:

Team leadership, policies and procedures (20%)

• Lead, mentor, and motivate a team of ICT Support Technicians.
• Participate in upskilling Technicians by contributing to training and refresher interventions.
• Monitor interaction-records and ensure these are converted into incidents with minimal delay.
• Lead daily reviews of the teams pending list and flag tickets/incidents and ensure resolution.
• Closely monitor SLAs statuses/statistics daily; intervene immediately where SLA is impacted negatively. Moreover, investigate reasons for any breaches and collaborate with the client where reasons are valid.
• Monitor, coordinate and pre-approve team-member leave requests, with the final approval from the ICT Manager.
• Implement, maintain, manage the cascading of and adhere to all relevant policies & procedures to team members.
• Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
• You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.

Technical Support and Customer Service (20%)

• Ensure timely and efficient resolution of service requests and incidents.
• Ensure an elevated level of customer satisfaction by delivering excellent service.
• Proactively encourage a customer service focus in the department.
• Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
• Regularly update all customers with progress-information and estimated times to completion on all escalations.
• Manage customer perceptions.
• Professionally respond to and assist with all customer queries.
• Handle customer complaints and escalations with professionalism and empathy.
• Develop and implement customer service standards and best practices.
• Monitor ServiceNow Interaction- and Incident-lists and prioritize work to meet service level targets.
• Actively contribute to the resolution of desktop IT support queries, hardware and software maintenance, including MS Windows, Office 365, printers and networking.
• Actively contribute to desktop telephony support: VoIP handsets and soft phones.
• Assist with the administration of client/server applications, supporting tools and SQL databases, which includes and are not exclusive to the following –
• Call Logging System (HEAT)
• Accounting System (Pastel Evolution)
• Assist with the installation, configuration, maintenance and ongoing usability of IT assets within established standards and guidelines.
• Troubleshoot, Fault-Finding and Problem solving of IT assets related incidents and problems.
• Record all ticket and support activities on the call logging system (ServiceNow).
• Perform preventative maintenance tasks within established standards and guidelines.

Operations Management and Process Improvement (20%)

• Do daily/weekly/monthly ticket quality checks.
• Identify failure points and implement corrective measures to curtail the number of missed SLAs.
• Identify opportunities to streamline ICT processes and improve efficiency.
• Work with cross-functional teams to implement process improvements.
• Stay up to date with industry best practices and emerging technologies.
• Ensure processes and procedures are followed according to agreed service times.
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
• Assign calls to appropriate team member according to skills level Call Allocation.
• Provide single point of contact for technical escalations and take ownership.
• Act as information and skills broker between agents and higher qualified and/or experienced resources.
• Escalation of problems or breaches of all calls to your manager.
• Ability to creatively address problems and follow proposed solutions through to completion.
• Identify and highlight best practices in support management through continuous assessment.
• Communicate and be the focal point for the dissemination of information from management to the team and vice versa.

Analysis and Reporting (15%)

• Analyse and summarize reports on SLA targets.
• Compile open escalation reports daily and share with clients and management.
• Drive and implement corrective measures and resolutions ensuring open escalations are resolved.
• Participate in the investigation and resolution and reporting of once-off escalations.
• Ensure that corrective action taken for once-off escalations mitigate the recurrence of these issues.
• Trend Analysis on root causes and ticket categories, incident rates and similar.
• Compile and publish daily, weekly and monthly reports as required.
• Provide pending List feedback daily.

Performance Management (15%)

• Conduct regular performance evaluations and provide constructive feedback.
• Manage and monitor technician timekeeping.
• Foster a collaborative and inclusive team culture.
• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmarks.
• Conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
• Ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
• Provide quality conformance feedback weekly (but daily monitoring and policing).
• Missed SLA processing daily.
• Respond or manage response to challenges regarding Technician performance.

Training and Development (10%)

• Identify training requirements for team members and escalate to manager.
• Provide guidance and coaching to team members.
• Update team members with any changes taking place in the ICT standards and procedures (new versions, changes, upgrades).
• Ensure all technical tips & tricks, team-specific diagnostics are created, updated, and documented weekly and as required.

REQUIREMENTS:

• A+ Qualification.
• 1-3 Years relevant work experience.
• Must have good troubleshooting skills.
• Drivers License.
• Valid South African ID.

Advantageous –

• Linux and Windows Server knowledge.
• MCSE/MCP.
• Familiarity with ServiceNow.
• Familiarity with Service Methodologies like ITIL.

ATTRIBUTES:

• Confidentially pertaining to crucial data.
• Ability to work under pressure.
• Must be honest and trustworthy.
• Communication with Management as well as internal and external clients.
• Must be motivated and a team player.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.