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    First Line Team Leader - Johannesburg, South Africa - Telebest

    Telebest
    Telebest Johannesburg, South Africa

    2 days ago

    Telebest background
    Full time
    Description

    Our client has an opportunity available for a First Line Team Leader.

    Requirements:

    • 7 years proven experience in service delivery management, of which 2 years is in creating and implementing Service Operating Processes for technical teams.
    • 3 years Desktop Support experience.
    • Advanced Microsoft Office knowledge.
    • Previous Experience in:
      • ISO 2000 Standard- advantageous.
      • COBIT 5- advantageous.
      • Several customer managements tools- advantageous.
      • Call centre experience- advantageous.
      • Service Desk Application- advantageous.
    • The latest Microsoft MCSE qualification
    • ITIL V3 Foundation certified
    • Must be able to use all Microsoft Office applications
    • Must understand the concept of an SLA and OLA
    • Relevant BTech degree- advantageous.
    • Management Development training certificate and people management & coaching certification- advantageous.
    • Project related certification- advantageous.

    KPAs:

    • Responsible for driving SLA achievement and cultivating a culture of excellence.
    • Manage First Line Support agents along SLA and OLA timelines.
    • Assist with the recruitment process by providing input in to appointing the correct calibre of staff.
    • Analyse reported faults and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application.
    • Assist users to copy mail to desktops and assist with ad-hoc back-ups to CD.
    • Troubleshoot and support users in respect of hardware and software.
    • Support users in the use of general software and applications support.
    • Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.
    • Configure, set up and implement the relevant software on all PC's and workstations.
    • Install, maintain and monitor virus software, download and implement updates on a regular basis.
    • Apply prescribed standards consistently when installing software.
    • Apply best practice guidelines and policies, as defined by the company.
    • Administer user profiles and access rights and comply with security policies.
    • Uphold licence registers, asset registers, back-up registers and files pertaining to user profiles.
    • Provide an escalation point for critical support issues.
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