ICT Support Lead (CPT/JHB Onsite)DataFin Recruitment • Cape Town, Western Cape, South Africa
ICT Support Lead (CPT / JHB Onsite)
DataFin Recruitment • Cape Town, Western Cape, South Africa
3 days ago
Job descriptionEnsure timely and efficient resolution of service requests and incidents. Ensure an elevated level of customer satisfaction by delivering excellent service. Proactively encourage a customer service focus in the department. Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation. Regularly update all customers with progress-information and estimated times to completion on all escalations. Manage customer perceptions. Professionally respond to and assist with all customer queries. Handle customer complaints and escalations with professionalism and empathy. Develop and implement customer service standards and best practices. Monitor ServiceNow Interaction- and Incident-lists and prioritize work to meet service level targets. Actively contribute to the resolution of desktop IT support queries, hardware and software maintenance, including MS Windows, Office 365, printers and networking. Actively contribute to desktop telephony support : VoIP handsets and soft phones. Assist with the administration of client / server applications, supporting tools and SQL databases, which includes and are not exclusive to the following - Call Logging System (HEAT™) Accounting System (Pastel Evolution™) Assist with the installation, configuration, maintenance and ongoing usability of IT assets within established standards and guidelines. Troubleshoot, Fault-Finding and Problem solving of IT assets related incidents and problems. Record all ticket and support activities on the call logging system (ServiceNow). Perform preventative maintenance tasks within established standards and guidelines. Do daily / weekly / monthly ticket quality checks. Identify failure points and implement corrective measures to curtail the number of missed SLAs. Identify opportunities to streamline ICT processes and improve efficiency. Work with cross-functional teams to implement process improvements. Stay up to date with industry best practices and emerging technologies. Ensure processes and procedures are followed according to agreed service times. Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term. Assign calls to appropriate team member according to skills level – Call Allocation. Provide single point of contact for technical escalations and take ownership. Act as information and skills broker between agents and higher qualified and / or experienced resources. Escalation of problems or breaches of all calls to your manager. Ability to creatively address problems and follow proposed solutions through to completion. Identify and highlight best practices in support management through continuous assessment. Communicate and be the focal point for the dissemination of information from management to the team and vice versa. Analyse and summarize reports on SLA targets. Compile open escalation reports daily and share with clients and management. Drive and implement corrective measures and resolutions ensuring open escalations are resolved. Participate in the investigation and resolution and reporting of once-off escalations. Ensure that corrective action taken for once-off escalations mitigate the recurrence of these issues. Trend Analysis on root causes and ticket categories, incident rates and similar. Compile and publish daily, weekly and monthly reports as required. Provide pending List feedback daily. Conduct regular performance evaluations and provide constructive feedback. Manage and monitor technician timekeeping. Foster a collaborative and inclusive team culture. Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmarks. Conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it. Ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all. Provide quality conformance feedback weekly (but daily monitoring and policing). Missed SLA processing daily. Respond or manage response to challenges regarding Technician performance. Identify training requirements for team members and elevate to manager. Provide guidance and coaching to team members. Update team members with any changes taking place in the ICT standards and procedures (new versions, changes, upgrades). Ensure all technical tips & tricks, team-specific diagnostics are created, updated, and documented weekly and as required. A+ Qualification. 1-3 Years relevant work experience. Must have good troubleshooting skills. Driver’s License. Valid South African ID. Linux and Windows Server knowledge. MCSE / MCP. Familiarity with ServiceNow. Familiarity with Service Methodologies like ITIL. Confidentially pertaining to crucial data. Ability to work under pressure. Must be honest and trustworthy. Communication with Management as well as internal and external clients. Must be motivated and a team player.
ENVIRONMENT :
A dynamic provider of innovative Software & Systems Solutions is looking for an ICT Support Lead who will be responsible for leading and coordinating a team of ICT Support Technicians in their daily support-activities. You will actively contribute to support-activities like installing, maintaining and developing of the company ICT Infrastructure as well as engaging with suppliers / clients across all regions. Applicants will require an A+ Certification with 1-3 years relevant work experience & must have good troubleshooting skills. You will also need a valid Driver’s License and South African ID.
DUTIES :
Team leadership, policies and procedures (20%) –
- Lead, mentor, and motivate a team of ICT Support Technicians.
- Participate in upskilling Technicians by contributing to training and refresher interventions.
- Monitor interaction-records and ensure these are converted into incidents with minimal delay.
- Lead daily reviews of the teams pending list and flag tickets / incidents and ensure resolution.
- Closely monitor SLAs statuses / statistics daily; intervene immediately where SLA is impacted negatively. Moreover, investigate reasons for any breaches and collaborate with the client where reasons are valid.
- Monitor, coordinate and pre-approve team-member leave requests, with the final approval from the ICT Manager.
- Implement, maintain, manage the cascading of and adhere to all relevant policies & procedures to team members.
- Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
- You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.
Technical Support and Customer Service (20%) –
Operations Management and Process Improvement (20%) –
Analysis and Reporting (15%) –
Performance Management (15%) –
Training and Development (10%) –
REQUIREMENTS :
Advantageous -
ATTRIBUTES :
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
#J-18808-Ljbffr
Create a job alert for this search
Ict Support Lead • Cape Town, Western Cape, South Africa
Related jobs
Our client was established in the 90's and while headquartered in Cape Town, they do have a large office in Jhb and great global presence with over 500+ employees.
They are a diverse team of enginee...Show more
%20Ltd)
%20Ltd)
Red Ember Recruitment is seeking to hire an ICT Manager for our client based in Goodwood.Team Leadership And People Management (15%).
Foster a culture of performance among direct reports through eff...Show more
)
ICT Support Engineer
Sable International • Cape Town, Western Cape, South Africa, 7708
Sable International offers innovative professional services to international citizens.We create tailor-made solutions to meet the accounting, wealth, financial, currency and nationality needs of ou...Show more
Last updated: 30+ days ago
IT Support Technician CPT
Datafin IT Recruitment • Cape Town, Western Cape, South Africa
DataFin was established in 1999.We pride ourselves on the fact that we have established relationships with industry leaders and a vast majority of our business is repeat business.A dynamic skin car...Show more
Last updated: 30+ days ago • Promoted
IT Support Technician
DIGI Outsource • Cape Town, Western Cape, South Africa
Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Were part of Super Group the NYSE-listed digital gaming company behind some of the worl...Show more
Last updated: 30+ days ago • Promoted
IT Support Engineer (Tier 1)
Parvana • Cape Town, WC, za
Quick Apply
Last updated: 20 days ago
Technical Support Analyst (Stellenbosch)
Curiska • Stellenbosch, South Africa
Job Title : Help Desk Operations and Technical Support (Stellenbosch).Seeking a tech-savvy professional to provide first and second-line support for IT systems and cloud infrastructure.This role foc...Show more
Last updated: 30+ days ago • Promoted
Intermediate Support Engineer
Sabenza IT & Recruitment • Cape Town, Western Cape, South Africa
The Mid-Level Support Engineer is responsible for providing technical support troubleshooting and maintenance for client and internal systems.
This role ensures moderate-level issues are resolved ef...Show more
Last updated: 30+ days ago • Promoted
Production Support Lead (CPT)
Datafin IT Recruitment • Cape Town, South Africa
A global Asset Management firm is currently recruiting for a Production Support Lead who will be responsible for ensuring the security, stability, and availability of its Investment Platform.This r...Show more
Last updated: 6 days ago • Promoted
IT Support
Communicate Ct • Cape Town, Western Cape, South Africa
CHASE YOUR TECH DREAMS : IT SUPPORT DREAMWEAVERS WANTED!.Are you an IT Support professional who doesnt just fix problems you help build dreams.
Every great innovation begins with a dreamand every dre...Show more
Last updated: 30+ days ago • Promoted
ICT Support Lead
Red Ember Recruitment (PTY) Ltd • Cape Town, Western Cape, South Africa
Red Ember Recruitment is seeking to hire an ICT Team Lead for our client based in Goodwood.Team Leadership Policies And Procedures (20%).
Lead mentor and motivate a team of ICT Support Technicians.P...Show more
Last updated: 3 days ago • Promoted
Technical Support Analyst (CPT Onsite)
Datafin IT Recruitment • Cape Town, South Africa
A strong technical & results-driven Technical Support Analyst is sought by a dynamic Independent Asset Management Firm to ensure seamless IT support for software, hardware and applications acro...Show more
Last updated: 30+ days ago • Promoted
Onsite IT Support Technician
Maersk • Cape Town, Western Cape, South Africa
Would you like to be part of a value-driven commercially oriented international environment where we enable global trade every day We have an opportunity for an Onsite IT Support Technician to join...Show more
Last updated: 30+ days ago • Promoted
2nd Line IT Support
Mindmatch Consulting • Cape Town, South Africa
Summary and purpose of the Job : .Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution.
Become an extension of the customer’s IT team, en...Show more
Last updated: 30+ days ago • Promoted
ICT Manager
Red Ember Recruitment (PTY) Ltd • Goodwood, WC, za
Quick Apply
Last updated: 4 days ago
IT Technician (6 month Contract) CPT
Deloitte • Cape Town, Western Cape, South Africa
The ATS division within Deloitte is looking to hire an IT Technician on a fixed term contract basis who will under direct supervision perform simple onsite hardware software and peripheral updates ...Show more
Last updated: 30+ days ago • Promoted
IT Support Engineer - Cape Town
Discovery Limited • Cape Town, ZA
Job title : IT Support Engineer - Cape Town.Job Location : Western Cape, Cape Town.To effectively support, manage and resolve all hardware, software and networking Incidents, Changes, and Requests ...Show more
Last updated: 10 days ago • Promoted
IT Support Analyst : AWS l Jira l Confluence l SQL l RIS Standards l Configure l Deploy l DICAM l Office 365 l Active Directory l ITIL
Isilumko Staffing (JHB) • Cape Town, South Africa
IT Support Analyst : Helpdesk : IT Support Analyst : AWS l Jira l Confluence l SQL l RIS Standards l Configure l Deploy l DICAM l Office 365 l Active Directory l ITIL.
Hour Week l Shifted Schedule Incl...Show more
Last updated: 5 hours ago • Promoted • New!
I&o Support Engineer
Guardrisk • Cape Town, Western Cape, South Africa
Are you a skilled IT professional with a passion for keeping systems running smoothly and delivering excellent end-user support Join Zest Life Investments (Pty) Ltd where youll play a key role in e...Show more
Last updated: 30+ days ago • Promoted
IT Support & Infrastructure Technician (L1) Cape Town Goodwood
OttoBauthentic • Cape Town, South Africa
IT Support & Infrastructure Technician (L1) – Automotive Industry | Goodwood, Cape Town.Hardware, Software & SQL) – Automotive Sector - IT All-Rounder | Microsoft & SQL Environment.Support of users...Show more
Last updated: 20 days ago • Promoted