Service Desk Lead (Applicable to internal candidates only)
Listing reference: minte_000256
Listing status: Online
Apply by: 25 July 2024
Position summary
Industry: Scientific, Research & Development
Job category: IT and Telecommunications
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Mintek has an exciting career opportunity for a Service Desk Lead. The candidate will manage and oversee the daily operations of the service desk team by addressing technical and ICT support requirements and resolving ICT-related issues of the entire workforce of Mintek in a timely manner.
Responsibilities
Manage the ICT Service Desk:
- Central Ownership of Issues and Service Requests: Responsible for all incidents and service requests logged with the ICT Service Desk, tracking and progressing incidents to conclusion in line with performance targets and quality standards.
- Incident and Escalation Management: Manage critical incidents, user communication, and appropriate escalations. Analyze incident trends and suggest strategies for improvement to ICT management.
- Internal Client Relationship Management and Service Reviews: Build service relationships with internal clients, conduct service reviews, and provide management with performance reports.
- Management of Third-Party Suppliers: Collaborate with third-party suppliers to ensure their performance meets ICT expectations and enables ICT to meet or exceed service levels.
- Incident Levels: Continually measure and monitor incident levels to drive down occurrences.
- Service Desk Incident Logging System: Identify and implement improvements to the Service Desk incident logging system, configure business rules, maintain the system, and set up reports for management.
- Service Desk Knowledge Management: Ensure the Service Desk utilizes appropriate knowledge management tools to provide effective service to internal clients.
- Leadership and Line Management: Lead and manage the Service Desk team, ensuring performance levels meet internal client needs and facilitating team development.
Minimum Qualifications
- Minimum: 3-year degree/diploma in IT or related field
- Ideal: MCSE
Experience
Minimum:
- 3-5 years previous experience in managing an IT Service Desk.
- Certified Administrator of Service Desk management System (e.g. HEAT).
- Configuration of Windows Operating Systems.
- Knowledge on assembling and disassembling of computer hardware.
- Troubleshooting applications and network connectivity.
- Installing and configuring 3rd party applications.
- Sound knowledge of MS Office.
- Installation and connection of office automation devices (e.g. projectors).
Ideal:
- ITIL v3
- Basic understanding of enterprise-wide networks (LAN & WAN architecture).
- Knowledge of operational and technical problems in the administration of a specialized program (Service Desk management System e.g. HEAT).
- Ability to plan, coordinate, and expedite work projects.
- Ability to interpret complex rules and regulations.
- Ability to communicate effectively.
- Understanding and ability to use TCP/IP and associated protocols and tools (DNS, DHCP, PING, etc.).
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