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Johannesburg: First Line Team Leader posted by Telebest

Johannesburg: First Line Team Leader posted by Telebest

Posted on 2025-04-29 00:00:00

Employer Telebest
Category Banking
Location Gauteng  / Johannesburg

Job Summary

Our client has an opportunity available for a First Line Team Leader.

Requirements:

  • 7 years proven experience in service delivery management, of which 2 years is in creating and implementing Service Operating Processes for technical teams.
  • 3 years Desktop Support experience.
  • Advanced Microsoft Office knowledge.
  • Previous Experience in:
    • ISO 2000 Standard- advantageous.
    • COBIT 5- advantageous.
    • Several customer managements tools- advantageous.
    • Call centre experience- advantageous.
    • Service Desk Application- advantageous.
  • The latest Microsoft MCSE qualification
  • ITIL V3 Foundation certified
  • Must be able to use all Microsoft Office applications
  • Must understand the concept of an SLA and OLA
  • Relevant BTech degree- advantageous.
  • Management Development training certificate and people management & coaching certification- advantageous.
  • Project related certification- advantageous.

KPAs:

  • Responsible for driving SLA achievement and cultivating a culture of excellence.
  • Manage First Line Support agents along SLA and OLA timelines.
  • Assist with the recruitment process by providing input in to appointing the correct calibre of staff.
  • Analyse reported faults and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application.
  • Assist users to copy mail to desktops and assist with ad-hoc back-ups to CD.
  • Troubleshoot and support users in respect of hardware and software.
  • Support users in the use of general software and applications support.
  • Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.
  • Configure, set up and implement the relevant software on all PCs and workstations.
  • Install, maintain and monitor virus software, download and implement updates on a regular basis.
  • Apply prescribed standards consistently when installing software.
  • Apply best practice guidelines and policies, as defined by the company.
  • Administer user profiles and access rights and comply with security policies.
  • Uphold licence registers, asset registers, back-up registers and files pertaining to user profiles.
  • Provide an escalation point for critical support issues.

View Job  Cape Town City Centre: Creditors Clerks (x2)

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