Pretoria: SERVICE DESK LEAD

About the Role

We are seeking an experienced Service Desk Lead to join our team in Pretoria. As a key member of our support function, you will lead a high-performing team and contribute to the success of our organisation. This is an excellent opportunity for a professional with exceptional communication skills to advance their career within a respected environment.

Key Responsibilities

• Provide advanced technical support for hardware, software, and network-related issues.
• Oversee the day-to-day activities of the service desk team, including scheduling, task delegation, and performance monitoring.
• Review the queue of incoming tickets to ensure no requests are missed and that they are being addressed according to agreed-upon timeframes.
• Assess the nature of each ticket and assign it to the appropriate team member based on their skills, workload, and the complexity of the issue.
• Act as an escalation point for complex incidents and service requests.
• Lead root cause analysis and problem management efforts to prevent recurring issues.
• Provide coaching, mentoring, and training to team members to enhance their capabilities, promoting knowledge sharing and skill development.
• Monitor service desk key performance indicators (KPIs) and service level agreements (SLAs) to ensure team performance meets organisational goals.
• Collaborate with infrastructure, application, and cybersecurity teams to resolve cross-functional issues.
• Contribute to the development and implementation of incident and problem management processes to improve service delivery.
• Participate in change management processes and ensure proper documentation and communication.
• Maintain and improve ITSM processes, including incident, request, and problem management.
• Develop and maintain knowledge base articles, SOPs, and technical documentation.
• Support IT projects, including rollouts, upgrades, and migrations.
• Identify areas for improvement in service desk processes and contribute to the development and implementation of new solutions.

Requirements

• Education: Matric
• Relevant IT diploma or degree

Qualifications

• Minimum of 5 years helpdesk experience in a call center environment
• 2 years of supervisory or team lead experience within a service desk or helpdesk

Salary & Benefits

• Salary details not specified