Role Purpose

The Helpdesk Team Leader is responsible for providing professional and efficient helpdesk support by managing daily operations of the Helpdesk, representing the Helpdesk team and helping to ensure that the Helpdesk is constantly developing and improving. A strong customer service mindset is the key in this role. The Helpdesk Team Leader will assist with the standardisation of Helpdesk services and procedures along with streamlining any discovered inefficiencies.

Key Performance Areas

Key Performance Areas would include, but are not limited to:

Leadership:

• Lead and manage a team.
  
• Manage team performance.
  
• Clearly communicate expectations, roles and responsibilities to team members and supply employees with the resources required to perform.
  
• Adhere to and re-enforce the company policies, procedures and practices at all times.
  
• Support, motivate and give feedback to the team.
  
• Grow and develop team members and encourage team members to do training as and when required.
  
• On-board new recruits effective and efficiently.
  
• Live and promote the Citi-Tech values and culture.

Helpdesk

• Must be able to lead, coach and mentor their team.
  
• Resource planning and manage helpdesk schedules.
  
• Responsible for monitoring on live metrics with hourly queue performance analysis and react on it.
  
• Ensure Helpdesk personnel are adequately trained in all support aspects according to standards and requirements including VAS services.
  
• Ensure Helpdesk Agents are sufficiently acting on aged tickets.
  
• Identify increase in specific failure to proactively react and escalate.
  
• Identify inefficiency and produce improvement actions for the Helpdesk.
  
• Implementation of approved change plans.
  
• Incident management, communication and coordination.
  

Collaboration

• Coordinate between all parties during network emergencies.
  
• Escalate network issues to relevant departments NOC,Fibre and RF.
  
• Liaise closely with Sales and Customer Care departments.
  
• Identify issues on the network proactively by being attentive to issues that arise in other departments.
  

Reporting

• Produce monthly reports and the KPIs of the team.
  
• Report on aged ticket and escalate appropriate course of action for aged cases.

Requirements