Job Description
About the Role
A diversified financial services group is seeking a Service Desk Lead who will oversee the daily operations of the IT Service Desk, ensuring the delivery of high-quality technical support and effective service management across the organization.
Key Responsibilities
- Oversee daily service desk operations, including scheduling, task delegation, and performance monitoring.
- Manage the incoming ticket queue, ensuring no requests are missed and that tickets are actioned per agreed-upon Service Level Agreements (SLAs).
- Coach, mentor, and train team members to enhance capabilities, promote knowledge sharing, and skill development.
- Monitor Key Performance Indicators (KPIs) and SLAs to ensure team performance meets organizational goals.
- Provide advanced technical support for complex hardware, software, and network-related issues.
- Act as the primary escalation point for complex incidents and service requests.
- Lead Root Cause Analysis (RCA) and problem management efforts to prevent recurring issues.
- Collaborate with infrastructure, application, and cybersecurity teams to resolve cross-functional issues.
- Maintain and improve IT Service Management (ITSM) processes, specifically Incident, Request, and Problem Management.
- Contribute to the development and implementation of new processes and solutions to improve service delivery.
- Participate in Change Management processes, ensuring proper documentation and communication.
- Develop and maintain knowledge base articles, Standard Operating Procedures (SOPs), and technical documentation.
- Support IT projects, including rollouts, upgrades, and migrations.
- Ensure compliance with IT policies, security standards, and regulatory requirements.
Requirements
- Matric certificate.
- Relevant IT Diploma or Degree.
- ITIL certification is required.
- Additional IT Certifications are advantageous.
- Minimum of 5 years helpdesk/call center experience.
- Minimum of 2 years supervisory or team lead experience within a service/helpdesk environment.
- Proficiency with service desk/ticketing systems (ITSM tools).
- Experience in Remote Management.
- Experience in enterprise monitoring solutions and managing voice solutions.
Qualifications
No qualifications mentioned.
Salary & Benefits
Competitive salary based on experience.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Gauteng
The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.
In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.
To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.
Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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