Service Desk Team Lead

Role Purpose:

 

To ensure that the operations of the Service Desk is managed according to SLA and policy and procedure.

 

Education Required:

 

  • Grade 12/Matric
  • Certificate: A+
  • Certificate: N+
  • Certificate MCSA
  • Certificate MCSE
  • Certificate: ITIL Foundation

 

Experience Required:

 

  • Operational IT environment (Essential) 2 Years
  • First line technical support (Essential) 2 Years
  • Team Leader / Call Co-ordinator role/Trainer (Essential) 2 Years
  • Reporting (Essential) 2 years

 

Responsibility:

 

  • To monitor and manage the total login and not ready time of all direct reports in order to meet the monthly requirement per direct report according to SI and client policy and procedure framework
  • To manage your direct reports in order to meet the required calls vs. tickets target set per month according to SI and client policy and procedure framework
  • To monitor and manage your direct reports in order to meet the monthly voice and email queue SLA’s according to SI and client policy and procedure framework
  • To monitor and manage all calls assigned to your direct reports and ensure they are resolved/completed within client SLA according to SI and client policy and procedure framework
  • To manage and up-skill your direct reports in order to meet the required FCR target per month according to policies and procedures
  • To monitor and manage the AHT of your direct reports, so that emails and voice calls are attended to within the agreed AHT threshold per month according to SI and client policy and procedure framework
  • To monitor and manage your direct reports in order to meet the required monthly logged calls target according to SI and client policy and procedure framework
  • To ensure that you are consistent, reliable, punctual as per hours of operation and client requirements according to SI and client policy and procedure framework
  • To conduct the required quality assessments, and coaching with your direct reports per month according to SI and client policy and procedure framework
  • To attend to and manage all complaints and compliments received according to policies and procedures
  • To manage direct reports in terms of shift scheduling, performance, service quality, handover, projects and team work for allocated shifts according to SI and client policy and procedure framework
  • To monitor and manage that are calls assigned to your direct reports are updated and managed to resolution according to SI and client policy and procedure framework
  • To ensure that required number of SOP documents are drawn up, and required service requests logged for them to be loaded as Knowledge Articles in the ITSM tool according to SI and client policy and procedure framework
  • To ensure all required daily, weekly, monthly and adhoc reports are compiled, sent out, presented as requested on required date and time according to SI and client policy and procedure framework
  • To ensure all your allocated and agreed development activities are successfully completed within SI and client policy and procedure framework
  • To ensure continuous development of skills and knowledge of customer systems and services as per contractual agreement through SI and client policy and procedure framework
  • To train, motivate, mentor and coach individual direct reports in areas of development as identified through performance management according to SI and client policy and procedure framework.

 

Additional Responsibilities:

 

The Team Leader must have a good understanding and the ability to manage the following:

  • Coordinate a fully integrated service desk.
  • Ensure the delivery of services in accordance with Company Systems Integration prescribed standards (both internally and externally)
  • Ensure compliance to all the Service Desk processes
  • Focus on consistent improvement of service levels
  • Manage and maximize team performance and development
  • Monitor and improve administrative processes for timeous and accurate processing
  • 2nd Level escalations Internal and external
  • HR matters including hiring and firing
  • Identification of skills required to fulfil the demands of the environment
  • Mentoring the staff in the contact centre
  • Assist in project managing and Transitions of new clients and services
  • Crisis management (i.e. staffing, specific customer demands, technology failures, power failures etc.)
  • Ensure service continuity in accordance with BSI continuity policies
  • Motivation and Team building activities
  • Service Performance Reporting daily, weekly and monthly with recommendations for improvement
  • Assist Service Delivery Manager with all related activities
  • Responsible for shift allocation and rosters

 

Knowledge:

 

  • Call logging systems (Essential) 2 Years
  • SLA management (Essential) 2 Years
  • Escalation management (Essential) 2 Years
  • Quality analysis and coaching (Essential) 2 Years
  • Shift management (Essential) 2 Years
  • Performance management (Essential) 2 Years

 

Skills:

 

  • Communication
  • Compliance
  • Decision Making
  • Organising
  • Driving Performance
  • Problem Definition and Analysis

 

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