Job description

Employee Type:  Full Time Mid Level
Location: Waterfall City, Midrand
       Closing Date: 24 May 2023
Department:  Hybrid Role

Service Desk Team Lead

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  About the job

   The role purpose is to be accountable for the full functioning of the Astute Financial Service Exchange Service desk through the management of the support    centre daily/monthly operations.  Incumbent will lead, guide, develop, motivate and measure the performance deliverables of the team to consistently meet    higher quality service standards and achieve set goals whilst ensuring a high level of integrity and ethical standards.

What are the key responsibilities ?

• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and    establishing service improvement activities when required
• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and   standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goal
• Measure and monitor service delivery compliance of team
• Share knowledge, and participate in the creation of new standards, control systems and procedures to maintain service delivery
• Effective reporting and management of ITIL implemented procedures (Incident management, SLA
• Produce support plan for new initiatives and participate in UAT phase of projects
• Oversee the timely development and implementation of the required Support Manual
• Oversee timely UAT participation
• Management the upskilling of team by ensuring a skills gap analysis and implementing measures/development initiatives for continuous growth of    team
• Daily management of the Service desk operations
• Report CRM statistics to OPSCO team and identify areas of improvement
• Root Cause Analysis Management within 12 hours for P1 outages
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Team management: including recruitment, mentoring, training, performance management and review
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to    ensure effective dialogue between departments

What technical skills are required ?

• Higher Diploma in Information Management / Technology (NQF level 6) OR
•  High Diploma in Marketing / Sales / Call Centre Management (NQF level 6)
•  ITIL 4 Certified

What else can you offer ?

• Good Communication Skills (Written, Verbal & Presentation skills)
• Good collaboration and networking skills  
• A team player Willingness to learn, adapt to change quickly and work proactively

What are you good at ?

 • Interpreting technical information and communicating learnings to stakeholders
 • Using your solid experience in the Financial Services industry to execute on your role

  Research shows that some candidates can be reluctant to apply to a role unless they meet all the criteria.

  We pride ourselves on our entrepreneurial spirit here and welcome you to do the same. If the role excites you, please don't let our person specification hold you   back. Get in touch!

  If however, you don’t hear back from us within 3 weeks, please consider your application unsuccessful.

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