We are Urgently looking for a Service Desk Team Leader to be based in the Western Cape at one of clients offices.

-           Ensure the effective alignment in the implementation of project initiatives

-           Compile daily, monthly and quarterly reports

-           Administer user support and customer service and satisfaction as well as being present and visible in the Service Desk and available to users requiring technical assistance

-           Respond to questions from users with technology problems and assist in person on incident and problem management where necessary

-           Learn fundamental operations of commonly used software, hardware, and other equipment

-           Follow standard Service Desk operating procedures; accurately ensure that the team log all Service Desk contacts using the Service Desk System

-           Maintain reasonable discipline and good behaviour in the Service Desk

-           Attend to other duties as assigned by the Service Desk Manager

-           Maintain formal procedures for consistency and increased productivity in the Service Desk

-           Support the implementation of methodologies to improve first call resolution, monitor customer perceptions, and build strong internal relationships     

-           Matric

-           National Diploma or equivalent in IT

-           ITIL v3 Foundation Certification (Advantage)

-           Microsoft Certified Desktop Support Technician (MCDST) or similar qualification

-           Comptia A+ and N+

-         Minimum 3 – 5 years’ experience in IT support

-         Exposed to computer hardware and software, operating systems like Windows 10 and, Windows server 2012, Windows server 2016

-         PC and Network Troubleshooting

-           Relationship building

-           Strong learning agility

-           Team player, knowledge sharing and learning

-           System thinking

-           Detail & quality oriented

-           Basic problem-solving skills

-           Good communication skills