Managing the daily operations in the IT Service Desk to ensure that all tickets are logged, managed and resolved within SLA and in accordance with defined processes and procedures, including regular and effective feedback to end users.
Requirements
- Responsible for service delivery excellence by ensuring smooth running of shifts, delivering the Service Desk OLAs, SLAs and KPIs
- Ensure team members log and respond to tickets reported through approved internal channels
- Manages, motivates and creates a high-performance team - ensuring that quality and SLA achievement is upheld cultivating a culture of excellence
- Ensure resource allocations and schedules are maintained and optimal workload balancing
- Excellent written and verbal communication skills - able to translate complex / technical issues to meet the audience's competency level
- Excellent negotiation, mediation and conflict resolution skills
- Build key relationships with key IT Support staff and vendors
- Excellent time management and prioritization skills
- Enforces contractual obligations, compliance to company policies and procedures, corporate governance and relevant legislation
- Runs Daily-Health-Checks
- Leads IT Major Incidents to enable effective resolution of IT incidents
- Incident Management experience in a complex multi-vendor environment, using multiple systems infrastructure & applications required
- Initiate and chair the Major Incident bridge
- Send Major Incident Notification and Service Restoration communication
- Monitor key events
- Validate Service Restoration, and close the Major Incident
- Act as SME (Subject Matter Expert) dedicated to the guidance and education of the team and serve as an escalation path
- Champion Knowledge Base and associated Articles to promote self-help
- Ensure operational procedures and practices are consistently applied. Ensure all work is carried out by the Shift is in accordance with required standards, methods and procedures
- Produce management and operational reporting packs as agreed by the Company, including dashboards, KPI reports and service performance metrics, to illustrate service performance and support senior decision making
- Responsible for detailed hand-over of all incidents during shift changes
- Holds weekly one on one meetings
- Role requires shift working on a 24x7 roster
Qualifications
- At least 3 years industry experience in a Service Desk environment is required, with working experience in a leadership and/or management role
- A minimum of ITIL v 3 foundation certification is required
- A+ certification required
- N+ certification required
- Certifications such as MCP, MCSA, MCSE or CCNA (advantageous)
- Previous experience with ITSM toolsets (example , ServiceNow) (advantageous)
knowledge of the following technologies:
- Active Directory (including Basic User and Security Group Active Directory administration)
- Antivirus / Anti-spam Systems
- Citrix
- Microsoft Exchange (including troubleshooting Outlook permissions, calendar sharing, delegation)
- Microsoft Office products
- Networking Technologies (LAN, WAN, Security)
- O365 product suits
- SQL or Database Administration exposure
- Windows OS
Perks
We value our employees at Dimension Data and have designed our business benefits to help promote employee satisfaction and overall wellbeing in the workplace. The wellbeing of our employees is important to us and that's why we offer a range of lifestyle and wellbeing benefits which includes flexibility in the workplace, wellness activities and initiatives, an Employee Assistance Programme and other great lifestyle benefits to keep you engaged and help you thrive at Dimension Data.
About Dimension Data
Dimension Data is a leading African born technology provider and a proud member of the NTT Group, one of the worlds leading information communication technology (ICT) companies.
At Dimension Data we are pioneers that push the boundaries of what we know and what is possible. We empower our people to deliver client-centric solutions and work together to create new connections, new insight, and new value. By combining our regional experience with NTTs leading global services, we deliver powerful technology solutions and innovations that enable a secure and connected future for our people, clients and communities.
Our belief in possibility drives us and our people make it happen. Here you can make a difference, to your clients, colleagues and communities, and your contribution is valued. Here you can belong, in an inclusive and diverse working environment where you are free to be your best self. Here you can own your career in a global company that will give you all you need to accelerate your growth and development. We want to see our people make the most of every opportunity, and together we can achieve the extraordinary.
Dimension Data is fully compliant with the Employment Equity laws governing each country it operates in.
Dimension Data reserves the right not to make an appointment to the post as advertised.
