- Lead and manage the helpdesk team, providing guidance, training, and motivation to ensure the team's professional development and optimal performance
- Hire, onboard, and train new team members, ensuring they are equipped with the necessary knowledge and skills to deliver efficient support services
- Set clear objectives and performance expectations for the helpdesk team, aligning them with the broader organisational goals and objectives
- Analyse metrics and performance indicators to evaluate team productivity, identify improvement areas, and implement strategies for enhanced efficiency
- Provide reliable and efficient support to stakeholders, including clients, employees, and partners, ensuring a high level of customer satisfaction throughout the support process
- Collaborate with other departments and teams to foster effective communication, streamline processes, and resolve complex issues requiring cross-functional support
- Monitor and manage the helpdesk platform, ensuring it is up to date, user-friendly, and aligned with industry best practices
- Stay up to date with industry trends, emerging technologies, and best practices in helpdesk management, incorporating them into the team's operations when appropriate
- Continuously enhance the knowledge base and self-help resources available
- Maintain a positive and collaborative work environment, fostering teamwork, knowledge sharing, and open communication among team members
- Customer Satisfaction (CSAT) Score: CSAT measures the level of satisfaction among customers who have interacted with the helpdesk. It is typically assessed through post-interaction surveys or feedback. A higher CSAT score indicates better customer service and support
- First Response Time (FRT): FRT measures the time it takes for the helpdesk team to respond to a customer's initial query or request. Faster response times generally indicate better service and can contribute to higher customer satisfaction
- Average Resolution Time (ART): ART measures the average time it takes for the helpdesk team to resolve customer issues or inquiries. A lower ART signifies efficient problem-solving and customer service
- First Contact Resolution (FCR) Rate: FCR measures the percentage of customer issues or inquiries that are resolved during the first interaction with the helpdesk team, without the need for further follow-ups. A higher FCR rate indicates effective troubleshooting and customer satisfaction
- Ticket Volume and Backlog: These metrics quantify the number of incoming helpdesk tickets and the existing backlog of unresolved tickets. Managing ticket volume and reducing the backlog are indicators of efficient helpdesk operations and service delivery
- Employee Productivity and Efficiency: These metrics assess individual and team performance, such as the number of tickets handled per day or per hour, average handling time per ticket, and overall productivity. Higher productivity and efficiency often indicate a well-performing team
- Quality Assurance (QA) Score: QA score measures the quality of interactions and resolutions provided by the helpdesk team. It can be assessed through regular monitoring and evaluation of customer interactions, ensuring that service standards and procedures are consistently met
- Training and Development: This metric focuses on employee growth and development, tracking the completion of training programs, certifications, and the effectiveness of training in improving performance and skills within the helpdesk team
- Bachelor's degree in Information Technology, Computer Science, or a related field is advantageous
- 3 years of experience in a helpdesk or technical support role, with demonstrated experience managing a team
- Strong leadership and people management skills, with the ability to hire, train, and motivate a team effectively
- In-depth knowledge of helpdesk tools and platforms, with experience using Zendesk or similar systems being highly desirable
- Excellent analytical and problem-solving skills, with the ability to analyse metrics and identify areas for improvement in team performance
- Exceptional customer service orientation with a focus on delivering a positive user experience
- Excellent communication skills, both written and verbal, with the ability to communicate technical concepts in a clear and understandable manner
- Proven ability to multitask, prioritise tasks, and work well under pressure in a fast-paced environment
- Strong organisational and time management skills, with a keen attention to detail
- Continuous learner with a passion for staying updated with the latest industry trends and technologies
-
Helpdesk Manager South Africa
53 minutes ago
Gilbarco Johannesburg, South Africa**JOB TITLE**: Helpdesk Manager SA · **DEPARTMENT**: Service Delivery Management - Centre of Excellence · **REPORTING TO**: Service Delivery Manager · **REGION**: Middle East and Africa · **PURPOSE OF POSITION** · To manage the performance of services & support to clients within ...
-
IT and Helpdesk Support Manager
3 hours ago
Browns The Diamond Store Johannesburg, South AfricaJob Description · We have a great job opportunity for an IT and Helpdesk Support Manager to join our team in Craighall, Johannesburg. · If you have two years or more experience in helpdesk support, this job could be perfect for youWe have a great job opportunity for an IT and Hel ...
-
IT and Helpdesk Support Manager
3 days ago
Browns The Diamond Store Johannesburg, South AfricaWe have a great job opportunity for an IT and Helpdesk Support Manager to join our team in Craighall, Johannesburg. · If you have two years or more experience in helpdesk support, this job could be perfect for youWe have a great job opportunity for an IT and Helpdesk Support Mana ...
-
Helpdesk Coordinator
52 minutes ago
Primedia Recruiter Johannesburg, South Africa**Purpose statement**: · To provide assistance to the helpdesk and support manager and the support team in the execution of their duties and to serve as an interface between the clients and the sales representatives. · **Helpdesk administration**: · Attend to pharmacy queries and ...
-
Procurement Compliance Manager
3 days ago
Macdonald & Company Johannesburg, South Africa**Location**: · **Johannesburg** · **Salary**: · ** ** · **Job Type**: · **Permanent** · **Reference**: · **63804** · **Job Summary**: One of the leading Property Services and Development companies are looking to add to their team. With over a decade in the Property Sector, our c ...
-
Helpdesk Co-ordinator
2 days ago
Be Different Recruitment Johannesburg, South Africa**Gauteng**, JHB - Northern Suburbs** · **R R Monthly Cost To Company** · Our client an IT Solutions company based in Fourways is seeking a highly motivated and energetic · **Helpdesk Coordinator** to join their dynamic team. This is an excellent opportunity for someone who is lo ...
-
Business Applications Coordinator
1 week ago
ADvTECH Support Office Johannesburg, South Africa**Overall Purpose of the Job**: · The Business Applications Coordinator is accountable for systems administration and related support and maintenance of the relevant Business Application Systems in all areas within the Capsicum Culinary Studio and IIE School of Hospitality and Se ...
-
Support Team Leader
2 days ago
Sanlam Johannesburg, South AfricaWhat will you do? · This person will be primarily responsible for Managing IT Helpdesk Tasks and SLAs, Managing of internal IT processes and monitoring, Managing Team responsibilities and deliverables. What will make you successful in this role? · - Allocation, Prioritization and ...
-
Support Manager
2 days ago
Sanlam Johannesburg, South AfricaWhat will you do? · This person will be primarily responsible for Managing IT Helpdesk/JIRA Tasks, SLAs, Managing of internal IT processes and monitoring, Managing Testing & Release Management, Managing Team responsibilities and deliverables. What will make you successful in this ...
-
Helpdesk Administrator
5 days ago
StaffCentral Consulting Johannesburg, South Africa**Job Duties/Responsibilities will include**: · A great opportunity for a Helpdesk Administrator. · **Duties below but not limited**: · Job costings · Management of Technicians calendar · Communication with customers · Stock control · Renewal of planned maintenance Contracts · Ca ...
-
Support Specialist
1 week ago
WePlace Johannesburg, South AfricaGauteng, JHB - Northern Suburbs · - Market - Related Annually Basic Salary · Our client, one of South Africa's Largest Bank's is looking for a Support Specialist to join their dynamic team. · **Purpose Statement**: · - Co-ordinate, investigate and provide timely feedback on incom ...
-
Human Resource Admin Officer
2 days ago
Affirmative Portfolios Johannesburg, South Africa**Legal ~ SAP Specialist** · **JHB Central** · ***: · **Human Resource Admin Officer - Braamfontein -** · **Permanent Position - Salary: R pa plus benefits** · **Responsibilities**: · - Ensure standardization of implementation of HR policies and procedures · - Ensure effective de ...
-
Helpdesk Support Administrator
3 days ago
RJPersonnel Johannesburg, South Africa3years · - A great opportunity for a Helpdesk Administrator. · - Duties below but not limited: · - Job costings · - Management of Technicians calendar · - Communication with customers · - Stock control · - Renewal of planned maintenance Contracts · - Capturing Time sheets · - Inv ...
-
Human Resource Admin Officer
2 days ago
Affirmative Portfolios Johannesburg, South Africa**Human Resources** · **JHB Central** · ***: · **Human Resource Admin Officer - Braamfontein -** · **Permanent Position - Salary: R pa plus benefits** · **Responsibilities**: · - Ensure standardization of implementation of HR policies and procedures · - Ensure effective delivery ...
-
IT Officer
6 days ago
Medecins Sans Frontieres South Africa Johannesburg, South Africa**About MSF SA** · Doctors Without Borders (MSF) is an independent international medical humanitarian organisation that delivers aid to people affected by armed conflict, epidemics, natural or man-made disasters, or to people that are excluded from access to health care. The orga ...
-
IT Support Helpdesk Level 1
1 week ago
Exclusively Remote Johannesburg, South AfricaIT Support Helpdesk Level 1 - RMM Specialist · One of our Clients based in the US are looking to grow their team with experienced Remote IT Support Helpdesk Level 1 - RMM Specialist · Key Requirements: (Min 1 year Experience) · - Proficiency in maintaining and monitoring **Remote ...
-
Junior IT Technician
54 minutes ago
Anova Health Institute NPC Johannesburg, South AfricaAnova is an NGO that empowers people and changes lives. Good health and quality of life is what motivates us to provide healthcare solutions and support for those who need it most._ · - We are looking for an experienced _**_Junior IT Technician_**_ is responsible for the maintena ...
-
IT Systems Design Administrator
2 days ago
CareerfinderZA Johannesburg, South Africa**Key Performance Area**: · - Actively seeks out IT trends that are in the market to keep relevant · - Maintaining strong internal cross-departmental relationships · - Prepare PC and system process documentation · - Design, develop, implement, and maintain IT support helpdesk str ...
-
Intermediate Application Specialist
3 days ago
Tych Business Solutions Johannesburg, South Africa**Job ID**: 85756**Date Posted**: Posted 12 hours ago**Location**: Johannesburg**Job Title**: INTERMEDIATE APPLICATION SPECIALIST (6 MONTHS) FTC - JOHANNESBURG - GAUTENG · SCOPE OF JOB: · - Troubleshooting · The primary role will require you to be a problem solver. You will test, ...
-
IT Specialist
1 week ago
Measured Ability Group Holdings Johannesburg, South AfricaAssisting the IT Manager as a senior support specialist, you will concentrate on IT infrastructure and security, and offer advanced technical support and support helpdesk tickets for our National Client. · - Degree or Diploma in IT Related · - 5+ years' experience in the followin ...
Helpdesk Manager - Johannesburg, South Africa - Crayon
Description
How you'll role
As a Helpdesk Manager, you will assume responsibility for leading and supervising a helpdesk team, ensuring the efficient and effective handling of queries, reports, and requests generated on the helpdesk platform. Your key responsibilities will involve recruiting and training team members, setting objectives, analysing performance metrics, and delivering reliable and efficient support to stakeholders. Your role will be instrumental in driving the team's performance to meet goals and deliver exceptional service.
What you'll do
Key Performance Metrics
The Central Services Manager will conduct a quarterly KPI session in which the following metrics
will be assessed:
What you'll need
Personality
Director / Supporter
Decisive, Goal-oriented, Organised, Proactive, Self-confident
Apply here -