JOB SEEKERS
EMPLOYERS
JOBS QUICK-SEARCH
.net
.net developer
a+
abap
account manager
accountant
admin
administrator
analyst
architect
bookkeeper
business analyst
business intelligence
c#
call centre
ccna
cisco
cloud
cobol
consultant
delphi
desktop
desktop support
developer
engineer
finance
graduate
graduates
helpdesk
internship
it manager
it support
it technician
java
java developer
junior developer
legal
linux
manager
marketing
mcse
network
network administrator
oracle
personal assistant
php
php developer
programmer
project
project administrator
project manager
receptionist
sales
sap
secretary
security
sql
support
technical support
technician
test analyst
tester
web developer
NEWSLETTER
FOLLOW US
Service Desk Manager (0304)
Job Ref
278879
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added
20 Apr 2018
Expiry Date 4 Jun 2018
Expiry Date 4 Jun 2018
* There have been 4 applications to this job.
* This job has been viewed 947 times.
Employer:
TriTec Talent
Location:
South Africa
Salary:
Negotiable
Benefits:
Role details:
- - - - - - - - - - - - - -
Role DescriptionService Desk Manager Permanent Northern Suburbs Our client is looking for the successfulcandidate to efficiently and effectively manage and support IT disciplines including - IncidentManagement, Problem Management and IT Implementation and Training. This organisation offers trainingand development opportunities, long-term career prospects and security of employment. The successfulcandidate must have 5 years plus in IT Service Desk experience, must have vendor Managementexperience and have knowledge of retail process. The role also requiresproven leadership and people management experience along with an ITIL qualification and / or ITqualification. Job objectives Incident Management Vendor Management Service Level ManagementProblem Management Escalation Management Team Management Key performance: Incident Management To effectively and efficiently manage the IT Service Desk Manage Service Desk Shift Leads. Monitorthe performance of Service Desk Staff Implement and manage an ITIL aligned Incident Managementprocess and an ITIL aligned Incident Escalation process Ensure Service Desk call resolution ServiceLevel Agreements are met Monitor and Manage all open Incidents and manage escalated incidents andstakeholder expectations Manage all priority 1 incidents Produce daily, weekly and monthly incidentmanagement reports Business owner for incident management tool, Remedy Vendor Management Forexample - Responsible for Vendor performance Monitoring Service Level and Operational LevelAgreements with Vendors Service Level Management For example - Responsible for Service LevelManagement Ensuring all Service Levels are set-up within Remedy Define and enforce escalationprocedures with regards to service level management Problem Management For example - Implementan ITIL aligned Problem Management process Ensuring Knowledge Database is maintained for futurereferences Team Management For example - Responsible for management of IT Service DeskResponsible for management of IT Implementation Responsible for management of IT Problem Management
Skills and Experience
Qualifications and Experience: ITIL or related Qualification National Diploma in InformationTechnology 5 years+ IT Service Desk experience 5 years Vendor Management 5 years Retail experience 5years+ Leadership and People Management Advanced knowledge of applications and knowledge of Retailprocess requirements Skills: Strong verbal and written communications skills , attention todetail and interpersonal skills Has an analytical and logical “mindset” when dealingwith issues, excellent Customer Service skills and ability to work under pressure and meet deadlinesAbility to work independently, able to demonstrate initiative and a proactive approach to dailytasks and ability to deal with conflict Contact: Andrea.Messina@eoh.com