Datacentrix is currently lookingto employ an IT Service Desk Team Leader to be based at our Head Office in Midrand. Responsible forthe performance and ongoing development of the Service Desk functions, ensuring delivery contractualobligations and enforcing service delivery according to defined processes and procedures as well asadherence to Datacentrix and customer aligned business policies.Definition of Responsibilities
Coaching ofService Desk staff
Continuously analyzing, evaluating, checking and measuring theperformance of the first Level support staff.
Ensuring all relevant tools, technology,documentation etc. are available for Service Desk staff to perform at optimal levels
Shiftsapplicable - 8 hrs per shift x 5 days
Check that the priority on existing incidentsespecially on Priority 1 incidents are correctly categorized
Provide reporting to theService Desk Manager
Ensure the Service Desk staff respond to customer queries and providefeedback  timeously
Actively find ways to improve customer service and encourage toact accordingly
Ensure that Service Desk staff provide effective customer service as peragreed SLA's and OLA's
Ensure that the Incident Management process is followed as peragreed SLA’s and OLA’s
Responsible for all incidents being resolved within thedefined time as per agreed business SLA
Ensure constant communication with Service Deskstaff
Ensure focus is given to higher priority incidents during attempts to restoreservices
Ensure escalations are managed and assist with escalations to management
Follow up with management both internally and externally with regards to service providers toensure related queries/issues have been resolved timeously
Ensure that all capturedincident details are of a high quality
Ensure regular feedback is given to users withregards to quality and areas of improvement
Conduct regular format quality checks to gaugequality of incident details and resolutions
Record quality checks conducted and submitdaily reports to the Service Desk Manager

 Education

A+ certification
N+certification
MCSE
ITIL Foundation an advantage
ITIL Incident Managementcertification – an advantage

Experience & Skills

3-5 years related experience within an IT Service Desk environment
Knowledge ofhelpdesk operation
Knowledge of IT best practices, industry trends and customerservice
Strong mentoring and coaching ability
To ensure that systems, processesand methodologies as specified are followed to ensure effective monitoring, control and support ofservice delivery
To ensure that staff are managed effectively and comply to standingprocesses and procedures and based on these produce output in accordance to their definedKPI’s
Provide an escalation point for critical support issues
To ensure thatregular PRO-ACTIVE measures are put into place daily/weekly/monthly to reduce potential usercomplaint areas