Service Desk Team Leader

Service Desk Team Leader

Nexio | Cape Town, WC, ZA

Posted 17 days ago

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ROLE PURPOSE A service desk team leader is a person whose role includes ensuring the adherence of professionalism and expansion of all activities done at the service desk.His/her job description entails making sure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements, and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to.ROLE REQUIREMENTThe service desk Teamleader is the champion for designing systems and services for supportability and operational performance. Insights and observations from service operations should be shared during service strategy and designPrimarily involved in structuring and aligning the Service Desk and its sub-components to meet the companies service delivery strategy and objectives.Transition management between service desk shifts of all outstandingReview current major incidents, scheduled outages, and business events for the day to assess any adjustments to staffing plans.Review shift staffing to understand who is working, their skills and how much capacity the service desk has for the day. The service desk teamleader may need to shift workloads among resources throughout the day.Address SLA areas of Often SLA targets will include multiple shifts. The service desk teamleader will evaluate incidents and service requests approaching or exceeding their SLAs and may adjust staff priorities.Assign staff for in-flight work. Any incident/service requests in-progress during a shift hand-off are assigned to a receiving agent and a transition is conducted from the agent leaving his or herReview operational metrics and note areas for The service desk manager will review metrics and reports throughout each day to adjust staffing and workflows as needed to optimize service-desk performance.Follow up customer-satisfaction issues and user-feedback responses. The service desk manager is responsible for client satisfaction and will typically review any negative feedback or concerns clients have raised as a part of the post-ticket satisfaction survey.Must be a team player, contributor, and problem solver.Service Desk Team leader must have the capability to manage client service request from and share roles or responsibility with the team.Service Desk Teamleader must ensure that customer satisfaction is met at all time.Service Desk operates 24 x7x. A as a result the Service DeskAdditional Information:Individuals at this level should have fully developed knowledge of the business, marketplace, andMust be recognized as an expert in own area within theProvide technical guidance andAble to build strong interpersonal relationships with peers, brand leaders, and other senior management throughout theAble to be a big pictureHave excellent personality and team buildingHave excellent verbal and written communicationConfident in producing and presentingFully accountable for the Service Desk as anHave an in-depth understanding of the industryTECHNICAL COMPETENCIESRemedy Call Logging ToolReport/Dashboard ToolIT SystemsSystem Management SoftwareQUALIFICATIONS & EXPERIENCEA+ CertifiedN+ CertifiedITIL Foundation certifiedMatric (Grade 12)Degree/Diploma relevant to the ICT IndustryPrevious customer service experience stronglyProven experience as Senior Service DeskSeven to Ten years experience in Customer Service or InformationPast Technical Support L2 & L3, Desktop/Laptop/Server Support, Printer Support, Help Desk, Service Desk or Customer Service experience preferable.LEADERSHIP COMPETENCY REQUIREMENTSAbility to manage and lead technically orientatedMotivate and Ability to utilize the applications for support, reporting andExcellent oral and written communicationAbility to convert technical support descriptions into businessExcellent communication skills with Senior Management, internal andGood problem-solvingExcellent Crisis managementStrong analytical skillsAbility to visualize a problem or situation and think abstractly to solveAbility to think around problems and come up with creative solutions isExcellent peopleGood understanding of the skills required to run the service deskAbility to derive contingency plans on theAnalyticalWorking knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.Strong diagnostic and problem-solving skills with an ability to effectively interact with clients to convey progress.Excellent customer service skills and a discipline to see technical problems through toCustomer-oriented, team player and cool-tempered.