| Date | 2024-07-07 |
|---|---|
| Job Title | Service Desk Supervisor (Itil Advanced Excel) |
| Employer | Datafin More Information |
| Salary | 0 |
| Category | It Computer |
| Location |
Western Cape / Cape Town |
Job Summary
Cape Town – Western Cape
- Oversee 100% of the requests, incidents and problems.
- Manage and coordinate urgent and complicated support issues.
- Act as escalation point for all requests and incidents.
- Develop and mature reporting and escalation processes to ensure free flowing escalations and information within the organization.
- Determine root cause of issues and communicate appropriately to internal and external customers.
- Train, coach and mentor Service Desk staff including career development.
- Oversee staff activities.
- Build/Obtain (from other Departments) training material for Support staff.
- As needed, schedule employees times and provide backup support.
- Interact with internal and external customers.
- Provide data and reporting of trends to the team and others in ad-hoc, weekly, monthly and as needed.
- Will drive changes and develop strategies for improvement.
- Work to make Service Desk the single source of truth and service delivery channel for IT.
- Monitor and manage queueing (participating in escalated calls as needed).
- Oversee repository and ensure solutions are available to the Tech team.
- Assist with the scoping of Service and Business Level Agreements to set expectations and measure performance.
- Develop an effective and workable framework for managing and improving customer IT Support in the organization.
- Advise management on situations that may require additional client support or escalation.
- Manage process for communicating outage/emergency activities to the organization.
- Manage vendor relationships as it depends on daily operational needs.
- PO review and approval.
- Review survey feedback to improve services, tools and support experience.
- Matric /Grade 12 Essential.
- Certifications in ITIL Service Management.
- A+ & N+.
- Advanced Excel.
- Project Management.
- MS Products (MS Office Suite, Email).
- Training and Facilitation skills.
Service Desk Supervisor (Itil Advanced Excel) position available in Western Cape, Cape Town. This job position was posted by Datafin. The job has been posted as a premium ad on 2024-07-07 at 16:00:20 in the It Computer category
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