Job Description
About the Role
Telebest is seeking an experienced First Line Team Leader to join our team in Johannesburg. As a key member of our operations, you will be responsible for driving SLA achievement and cultivating a culture of excellence. You will manage First Line Support agents along SLA and OLA timelines, analyse reported faults, and provide technical support to users. If you have a strong background in service delivery management and desktop support, we encourage you to apply.
Key Responsibilities
- Manage First Line Support agents along SLA and OLA timelines.
- 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.
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
Qualifications
- Relevant BTech degree- advantageous.
- Management Development training certificate and people management & coaching certification- advantageous.
- Project related certification- advantageous.
Salary & Benefits
[Salary range or details mentioned in original, if applicable]
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Banking Jobs in Gauteng
The banking industry in Gauteng, South Africa is a dynamic and growing sector, with a strong demand for skilled professionals. Typically, job seekers in this field can expect to find opportunities across various sectors, including financial services, technology, and manufacturing. Generally, the industry outlook remains positive, with a common expectation of steady growth and expansion.
When it comes to salary expectations, banking positions in Gauteng typically fall within broad ranges, often influenced by factors such as experience, company size, and industry sector. For instance, entry-level positions may start around R400 000 per annum, while senior roles can exceed R800 000. However, please note that these figures are approximate and can vary significantly depending on individual circumstances.
Common skills required for banking roles in Gauteng include proficiency in financial software, strong analytical and problem-solving abilities, excellent communication and interpersonal skills, and a solid understanding of regulatory requirements. Other essential skills often include technical expertise in areas such as accounting, risk management, or compliance. Additionally, many employers place a high value on emotional intelligence, creativity, and adaptability.
The banking industry is commonly found in sectors such as financial services, technology, manufacturing, and corporate finance. Financial services companies, for example, are often major players in the industry, while technology firms may require banking professionals with technical expertise. Manufacturing sector banks also exist, catering to the needs of specific industries.
Career development opportunities abound in the banking industry, with many positions offering clear career progression paths. Typically, entry-level roles can lead to senior management positions or specialized fields such as risk management or compliance. Opportunities for professional development, training, and mentorship are often available within organizations, allowing professionals to build expertise and advance their careers.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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