Pretoria: Service Desk Lead posted by Hire Resolve
Job Description
Responsibilities:
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Oversee daily service desk operations, including scheduling, task delegation, and performance monitoring.
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Manage the incoming ticket queue, ensuring no requests are missed and that tickets are actioned per agreed-upon Service Level Agreements (SLAs).
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Coach, mentor, and train team members to enhance capabilities, promote knowledge sharing, and skill development.
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Monitor Key Performance Indicators (KPIs) and SLAs to ensure team performance meets organizational goals.
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Provide advanced technical support for complex hardware, software, and network-related issues.
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Act as the primary escalation point for complex incidents and service requests.
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Lead Root Cause Analysis (RCA) and problem management efforts to prevent recurring issues.
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Collaborate with infrastructure, application, and cybersecurity teams to resolve cross-functional issues.
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Maintain and improve IT Service Management (ITSM) processes, specifically Incident, Request, and Problem Management.
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Contribute to the development and implementation of new processes and solutions to improve service delivery.
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Participate in Change Management processes, ensuring proper documentation and communication.
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Develop and maintain knowledge base articles, Standard Operating Procedures (SOPs), and technical documentation.
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Support IT projects, including rollouts, upgrades, and migrations.
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Ensure compliance with IT policies, security standards, and regulatory requirements (e.g., data privacy).
Minimum Requirements:
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Matric certificate.
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Relevant IT Diploma or Degree.
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ITIL certification is required.
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Additional IT Certifications are advantageous.
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Minimum of 5 years helpdesk/call center experience.
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Minimum of 2 years supervisory or team lead experience within a service/helpdesk environment.
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Proficiency with service desk/ticketing systems (ITSM tools).
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Experience in Remote Management.
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Experience in enterprise monitoring solutions and managing voice solutions.
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Strong technical knowledge of:
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Office 365, MS Teams.
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Windows OS.
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Entra ID (Azure Active Directory).
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VPN.
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Knowledge of network and system administration.
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Familiarity with ITSM principles and best practice frameworks (e.g., ITIL, ISO 20000).
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Familiarity with ISO 27000 standards and data privacy laws.
Benefits:
- Competitive salary based on experience (salary can potentially be more based on experience/skills)
IF you meet the above requirements and want to make a career-changing move, apply today by emailing your CV to *****@*****.co.za
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