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Cape Town: Support Desk Manager posted by Progressive IT Resourcing

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Job Description

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 SLAs 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.
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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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