Service Desk Manager - Johannesburg, South Africa - Dimension Data

Dimension Data

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Are you looking for a career where you can make an impact and progress quickly? Are you looking to work in one of the best service desks in the region? Our client is looking for someone who will take charge and lead our team to success

**Key Roles and Responsibilities: - Responsible for managing a team of service desk agents.

Contribute to the process of managing tickets or calls logged at the service desk.
Ensure all incidents which are logged, are accurately categorized.
Ensure the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process.
Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.
Ensure reported faults are investigated and diagnosed.
Be expected to take ownership and resolve or further escalate escalated incidents.
Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident.
Ensure relevant actions have been logged to enable tracking.
Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk teams.
Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required.
Mentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement process.
Lead the discussion of the daily huddles and ensure performanceenhancement solutions are identified and implemented.
Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner.

Required Experience:

National diploma or degree in Computer Science or related field.
5+ years of experience in IT Service Desk Management.
Demonstrated experience managing a team of technical professionals.
Expertise in managing IT service desk tools and software (e.g., ITSM, CRM, ticketing systems).
Ability to develop and maintain SLAs and quality standards for IT service desk operations.
Excellent communication and interpersonal skills.
Strong problemsolving and critical thinking skills.