Service Desk Team Lead

Job specification

Job title/position: IT Service Desk Lead

Number of positions: 1 (one)

Function and Business Unit: Infrastructure - IT Services: National (JHB Onsite)

Description Of The Role And Purpose Of The Job

The IT Service Desk Lead plays a critical role in providing advanced technical support and acts as a first point of escalation. Responsible for day-to-day operations, ensuring timely and effective resolution of technical issues, driving continuous improvements by developing and implementing procedures to improve services. Ability to develop effective working relationships within the IT team and business to provide consistent, high-quality service.

Key Responsibilities

Incident Management:

• Managing and prioritising incoming tickets to the Service Desk, via different channels, and ensure timely and effective resolution of end user issues,
• Take overall responsibility for incident management and request fulfilment,
• Notify the IT Service Delivery Manager on any issue that could significantly impact the business,
• Ability to handle more complex tickets and collaborate with the relevant IT Support teams,
  
  

Reporting

• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department,
• Track and analyse trends in Incidents to anticipate potential problems and implement proactive measures to reduce recurring issues,
• Managing readiness of IT equipment for on-boarding new staff as well returning of IT equipment when staff are off-boarding. Including new intake and vacation student movements,
• Participating and managing Projects.
  
  

Team Management

• Lead and manage the team by providing guidance, coaching, and mentoring to ensure a high-performance team,
• Manage KPI and undertake performance reviews as required to improve the quality of work, and knowledge,
• Ensure team take ownership of user issues and be proactive when dealing with user issues. Ensure all calls are logged in the ServiceNow,
• Manage leave, stand-by and shift rosters,
• Review Service Now tickets to ensure 1st level resolution are met within agreed SLA,
• Promote positive team culture through collaboration, knowledge sharing, and professional development.
• Conduct regular team meetings and training sessions,
• Review customer satisfaction surveys and take appropriate action,
• Work closely with the Assets to fulfil hardware requirements,
• Handle team escalations until resolution.
  
  

Technical

• Demonstrate sound knowledge to support various applications and hardware technologies,
• Ability to analyse and resolve complex technical issues,
• Create and maintain knowledge articles,
• Ensure troubleshooting guides are available and up to date,
• Oversee Printer and Video Conferencing services,
• Continuous upliftment of the team’s troubleshooting skills.
• Engaging with EUC and NITSO teams to ensure all computers are compliant with necessary updates to mitigate security risk.
  
  

Skills

Skills and attributes required for the role:

• Experience in presenting technology recommendations from a business perspective,
• An excellent working knowledge of the current MS Office products, particularly Excel (Advanced Excel skills) is required,
• Excellent people skills with the ability to communicate effectively at all levels and manage people and their expectations,
• Exhibits utmost integrity and displays visible stewardship character traits in the handling and security of all KPMG assets,
• Has a strong preference for following and maintaining standards and procedures,
• Ability to work independently and as part of a larger team,
• Good organisational skills to ensure effective planning and prioritisation takes place regularly.
  
  

Attributes

• Extremely high level of confidentially and integrity,
• Excellent client focus and ability to deal with conflict,
• Able to maintain a friendly, professional manner when liaising with clients, even in challenging situations,
• Ability to effectively multi-task with strong organisation skills; a self-starter with initiative, ability to foster innovation and excellent problem-solving skills,
• The ability to build collaborative relationship with good interpersonal skills and the ability to relate well to colleagues with differing levels of expertise and skills while championing inclusion and diversity,
• The ability to work well under pressure and to perform to deadlines,
• Team player who is self-aware,
• Sound decision making ability with the ability to consult where needed,
• Focus on continuous improvement within the ITS function while advancing an ethical environment,
• High level of attention to detail and a desire to drive quality,
• The ability to work unsupervised.
  
  

Minimum requirements to apply for the role (including qualifications and experience):

• Matric,
• Degree in Information Technology is strongly recommended,
• ITIL Certification is essential,
• Experience of at least 5 years in Service Desk environment is essential,
• Experience of at least 2 years managing an IT Support team is essential.