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Service Desk Technical Lead (ROC) wanted Asap: APPLY NOW

vacancy

Service Desk Technical Lead (ROC) wanted Asap: APPLY NOW

Cape Town, Western Cape
Full-time, Permanent
Overview

PLEASE NOTE THIS VACANCY IS OPEN TO INTERNAL EMPLOYEES ONLY!

Essential Function

o Act as the technical escalation point for Service Desk Analysts
o Act as the technical liaison with internal and external technical teams
o Take the lead during incidents of a complex technical nature
o Testing of newly introduced tools and systems improvements to ensure its fit for purpose
o Provide guidance and mentorship to Service Desk Analysts on customer services related queries e.g. irate / difficult customers in order to meet the support needs of the business.
o Provide guidance, advice , assistance and support to Service Desk Analysts
o Work alongside the Service Desk Supervisor contributing towards the process of innovative change and shift left initiatives
o Work closely with Global Service Desk Supervisor in preparing relevant training & coaching workshops
o Escalate incidents as appropriate to the Service Desk Supervisor in order to ensure consistent timely resolution
o Act as 2IC in absence of the Supervisor
o Act as the continuous improvement champion in maintaining the Knowledge Base
o Performs other duties or responsibilities as assigned or required.
o Occasionally join in meetings with the client to provide an operational perspective to the processes being developed/improved
o Demonstrate strong competencies in the compilation and analysis of data.
o Work closely with the Service Desk Supervisor to ensure accuracy, quality and completeness of service desk documentation
o Provide feedback to the Service Desk Supervisor on each analyst technical progress

Responsibilities

Key Accountabilities

o Responsible for testing of newly introduced tools and systems improvements to ensure its fit for purpose
o To Act as the technical escalation point for Service Desk Analysts
o To take the lead during incidents of a complex technical nature
o Provide guidance and mentorship to Service Desk Analysts
o Act as the continuous improvement champion in maintaining the Knowledge Base
o Act as 2IC in absence of the Supervisor
o Contributor towards the process of innovative change and shift left initiatives

Qualifications

Technical

o CCNA/ CCNP qualification or Similar
o ITIL Certification
o Demonstrate above-average technical knowledge of Network peripherals, Products and Services
o Demonstrate strong working knowledge and experience of NSC’s products and services

Non-Technical

o Demonstrate strong Leadership and coaching skills
o Hands-on operational approach
o Customer service focused
o Excellent communication skills.
o Resilient, focused and performance-driven in a dynamic and fast-moving environment
o Quality-oriented in all aspects of delivery
o Must have been in a senior analyst role in a similar environment for at least two years
Management
o May act as a lead, coordinating and facilitating the work of others, but is not a supervisor
o Able to act as a 2IC in the absence of the Global Service Desk Supervisor

Apply Now

Source: Indeed