Service Desk Supervisor - Cape Town, South Africa - Believe Resourcing

Believe Resourcing

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

About our client:

Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States.

Their fingerprints can be found on technology in workplaces of more than 250,000 companies:
from start-ups to international conglomerates. With the breadth of products and services they offer, there is no request too big or too small.

About the role:

The Service Desk Supervisor provides support and acts as a point of escalation to a team of service desk analysts.

Assisting the Team Leader in their responsibilities including Analyst 121s, coaching, development and delivering training. Ensuring company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service.

The role endeavours to provide all customers with the best level of customer service and support whilst maximising productivity and improving service delivery to achieve and exceed SLAs, (service level agreements) OLAs (operational level agreements) and KPI (key performance indicator) targets.

Responsibilities:

Provide support and a point of escalation to a team of Service Desk Analysts and assist the Team Leader in their daytoday responsibilities
Support with the delivery of training across the Service Desk
Contribute to the timely resolution of customer complaints and escalations, suggesting corrective actions to be discussed and agreed upon with the Team Leader and/or Desk Manager
Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's
Identify and escalate any potential breach of service level or risk, where possible, mitigating breach and managing to resolution
Provide relevant stakeholders within Services with reports as and when required.

Requirements:

Awareness of ITIL methodologies and best practice
Knowledge of the working practices of the area responsible for
Good working knowledge of Microsoft Word, Excel and Outlook
Previous supervisory experience
Team focused a genuine passion for leading individuals to deliver excellence through continuous development and improvement
Previous Supervisory/Management experience
A passion to deliver excellent service with service level management and experience
Effective communication and interpersonal skills with internal and external stakeholders
Creative and innovative problemsolving skills with an inquisitive nature
Analytical with attention to detail
Ability to work as a team to support and influence team members
A desire to take ownership and accountability to see your work through to resolution
Ability to work under pressure and to tight deadlines
A patient, tolerant and supportive team member