The role of the Helpdesk Team Lead is to lead and mentor a Helpdesk technical team, monitor system performance, and remotely assist clients on all inbound channels. The Helpdesk Team lead plays an important role in maintaining high levels of client satisfaction, by communicating in a professional manner, providing updates, and ensuring that clients are aware of the actions that are being undertaken on their behalf. The role aims to ensure enhanced levels of efficiency and productivity, by setting the standard for exceptional client service throughout the rest of the organisation and owning all tickets from cradle to grave.
Key Duties And Responsibilities
- Service Level Management
- Monitor Service Levels and ensure that these are met as per agreed SLA matrix.
- Maintain oversight and control over all Helpdesk staff in relation to service levels and functional ownership of all tickets logged from cradle to grave once escalated to a higher technical tier.
- Ensure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are adhered to together with the Service Delivery Managers.
- Monitor and reports on service levels as well as closely monitor Incident Management System Dashboards for proactive and reaction action.
- Ensure a First Contact Resolution score in line with set target and report on this weekly/ monthly. FCR is defined as a ticket resolved at first contact or by a single resource in under 1 hour. The target is 70% of tickets to be FCR.
- Ticket Ownership
- Responsible for delivering a particular service support within the agreed service levels, and owns all tickets from cradle to grave.
- Ensure that technical and hierarchical escalations happen timeously and in line with SLA and OLA.
- Customer Support
- Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, webchat, WhatsApp and in person requests for assistance from users experiencing technical problems.
- Respond to technical issues as they arise.
- Provide continuous status information to ensure client satisfaction.
- Initiate client contact and escalate to appropriate parties and resolve incidents.
- Manage client expectations & the overall client experience through SLA compliance in incident resolution.
- Act as contact for the logging and reporting of technical (hardware, software, network etc.) incidents by clients.
- Leave every caller with the assurance that their issue and or query will be attended to and driven to resolution.
- Provide Intelligent analysis of tickets being logged.
- Drive Communication to ensure Clients as well as other escalation points are always informed.
- Ensure Cradle to Grave management of calls.
- Provide Daily feedback on Call Management and call Quality, to Manager and Service Delivery Managers.
- Documentation
- Ensure relevant documentation is available, updated and distributed, such as Work Instructions, Known Errors, etc.
- Build Wiki and other troubleshooting measures.
- Collaboration:
- Build and maintain strong working relationships with key business users, colleagues and support departments such as Carrier, Enterprise, Communication, etc.
- Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit.
- People Management
- Accomplishes department objectives by managing staff; planning and evaluating department activities.
- Maintains staff by recruiting, selecting, orienting, and training employees.
- Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results.
- Encourage and motivate all employees to work and collaborate to meet goals, while fulfilling their job responsibilities and obligations.
- Mentors, coaches, counsels, and disciplines employees.
- Develops personal growth opportunities and team succession planning.
- Grade 12.
- Minimum 2 years experience in a Team Lead / Supervisor role in a Call Centre
- Certifications:
- Official CompTIA A+ and/or N+
- Official Microsoft Certified IT Professional (Advantage)
- Official CCNA / HCIA (Advantage)
- ITIL Qualification(Foundation V3 or v4) (Advantage)
- Experience in ISP.
- Hands-on experience with various Operating Systems and a basic understanding of Networking, Routing, Web hosting and Telephony systems.
- Experience in call coordination and escalation.
- Experience with taking disciplinary action (IR).
- Excellent verbal and written communication skills.
- Proficient in English.
- Good problem-solving skills.
- Proven Team management abilities.
- A responsible individual who adopts a results drive approach.
- Ability to work well under pressure and meet tight deadlines.
- Positive attitude and a passion for the role.
- Ability to diagnose and resolve basic technical issues.
- Client-oriented and cool-tempered.
- Valid Drivers License and own reliable transport.
The following Objectives and Key Results have been identified as specific measurables that will be used, in conjunction with relevant KPI, to determine the success in this role.
Objective 1: Client Experience
Key Results: Show consistent effort and initiative to communicate, guide and lead staff to comply to policies, process and procedures drafted as an instruction for all ESD employees. Staff Retention & growth
Objective 2: Client Experience
Key Results: Improvement in First Call Resolution (FCR) to 70% on all calls logged to Service Desk
Objective 3: Client Experience
Key Results: Manage MTT Response for the Service desk to 90% and higher of ESD MTTr SLA
Objective 4: Client Experience
Key Results: Zero Dormant Tickets
Other Information
Any specific industry experience that will be of benefit or is preferred:
- Technical IT Experience
- A dynamic work environment within a leading ICT solutions provider.
- Opportunities for professional growth in a company with a wide ICT industry expertise.
- Competitive compensation and benefits.
