Service Desk Supervisor

Service Desk Supervisor

Oversee the daily management of the service desk

• Ensure the effective alignment in the implementation of project initiatives

• Ensures the Service Desk System compliance in the division

• 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 behavior 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

Education

• A Bachelor’s degree / National Diploma or equivalent qualification in ICT

• Minimum 4 years’ experience

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

• A+ certification

• ITIL Certification