Service Desk Supervisor

Recruiter:

Baraka IT Solutions (Pty) Ltd

Job Ref:

Service Desk Supervi..

Date posted:

Friday, November 7, 2025

Location:

Johannesburg, South Africa

Salary:

Neg

SUMMARY:
Service Desk Supervisor

POSITION INFO:

Ensure incidents and requests are attended to within agreed Service Level Agreements and Operational Level Agreements (SLA/OLA) by either resolving or implementing a workaround to avoid major impact to business.
Ensuring that High Impact incidents are communicated effectively within the organization and to customers.
Attend monthly SLA/SLM meetings with clients and project managers.
Co-ordinate client requirements with lines of business.
Conduct awareness sessions/workshop on the roles and responsibilities of Escalation and Incident Management.
Training customers and new personnel on the Incident Management process - Conduct regional Service Improvement meetings with Managers via teleconference - Compile monthly reports for Escalation and Incident management department.
Attend to all queries escalated by the agents from irate customers or other lines of business
Compile Incident Reports for high impact incidents and making informed decisions based on information gathered from other departments or third parties.
Gathering reports from ARS system to monitor call handling for agents.
Compiling reports of high impact incidents handled for Management Production Report.
Chairing the weekly Production Meeting with other process owners (Problem Management, Configuration Management and Change & Release Management) for high impact incidents
Do trend analysis of high impact incidents and raise RCAs (root cause analysis) with the relevant lines of business.
Compile and submit daily, weekly and monthly reports on department performance statistics to management.
Compile documents for work instructions, policies and procedures for the department as per Document Configuration standards.

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