Desktop Support Team Lead (L2)

Desktop Support Team Lead (L2)

NTT | Cape Town, WC, ZA

Posted 9 days ago

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Key Roles and Responsibilities:Monitors client infrastructure and solutionsIdentify problems and errors, prior to or when they occurRoutinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reductionProvide support to the team in incidents, requests and problems managementEnsure proper handover within the team for service continuityReport and escalate incidents where necessaryEnsure the efficient and comprehensive resolutions of incidents and requestsProactively identify opportunities for work optimizationUpdate existing knowledge articles or create new onesIdentify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.Leading any projects related to the Desktop supportProvide support to the account teamsKnowledge, Skills, and Attributes:Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journeyAcademic QualificationsDiploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)Advantageous certifications:Up to date and relevant ITIL certification (Foundation Level)Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery,MS-Active DirectoryMS-Windows XP ProfessionalSwitches and RoutersCisco Certified Network Associate - Data Center (CCNA-DC)MCSA+VCP, RHCE, or equivalentCertifications carry additional weight on a candidates qualification for the role.