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23 Aug 2021

parmanetJob for Unemployed Service Desk Team Leader wanted Urgently

Marvel placement – Posted by JobSeek24 Gauteng, South Africa

Job Description

Job for Unemployed Service Desk Team Leader wanted Urgently

Address/Locations: Pretoria, Gauteng

Job Type: Permanent

Employer: Marvel placement

Title: Service Desk Team Leader

Deadline: 25 Nov 2021

Salary: Market Related

 

Short Description     

Our client is looking for an Assistant to start working urgently.

Job Requirements:

  • Must have matric.
  • Must have 3 years experience in a relevant field.

Duties and responsibilities:

  • To record and documenting problems and solutions.
  • Incoming incident handling in accordance with SOP.
  • Team management according to KPI and problem areas.
  • SD engineer coaching and supporting by performance records and assessments.
  • Personnel action supervision and recommendation.
  • To leave, travel and expense claim managements and approval for team members.
  • Service desk team management.
  • To plan, ticket assignment, escalation and dispatching.
  • To update client on their data base and regularly reviewing it.
  • To ensure accurate billing information.
  • To ensure devices are correctly named.
  • To ensure that team members follow company standards and procedures.
  • For accurate billing and reporting ensure correct Work Type and Contracts are used.
  • To SD Engineer mentorship to help them achieve professional goals as well as personal goals.
  • To be an example of great customer service.
  • To ensuring workload is evenly distributed through all engineers.
  • To workflow of service request management.
  • Team’s timesheet revision to ensure all is accurate and up to date.
  • Ticket backlog revision and management to ensure all incidents to be prioritized, scheduled and moved correctly.
  • To end of day check ins to note priorities of issues, handover to after hours and ensuring resolutions.
  • After hour support coordination.
  • Weekly team meetings to ensure ticket generation, agenda management and meeting documentation.
  • To customer case management by updating cases via Autotask, SMS, call or email.

Job for Unemployed Service Desk Team Leader wanted Urgently

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