Responsible for the Incident Management and Request Management process, ensuring compliance to the process and escalate non-conformance. Manage service desk staff on site on day to day tasks.Key Deliverables / Primary Functions

•Monitor and manage the Incident and Request Management Process.
•Respond to client queries in accordance with service level agreements.
•Provide feedback on escalation as needed.
•Report and Monitor all Incident Management and Request Management KPI’s and SLA’s.
•Report and Monitor all Service Desk KPI’s and SLA’s.
•Escalate open, aged and SLA’s on all open calls to resolver groups, support managers and SIM.
•Escalate non-conformance on Incident and Request Management to Support Managers and SIM.
•Manage service desk staff on site. Scheduled break times, leave, performance, etc.
•Ensuring call quality, calls are correctly logged, prioritized and classified, address any deviations with Service Desk agents.
•Handle escalations on non-conformance of Service Desk staff on Service Desk process.
•Monitor and coordinate overflow to leverage desk and escalations of non-conformance of process.
•Create and update Service Desk working instructions and assignment guides, where required.
•Any Incident Management tasks that might be required as part of contract deliverables


Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce
OR NQF 4 (Grade 12)


Experience
4-5 Year Incident Management experience At least 2 years in junior management role / team lead / supervisory role. Experience in Service Desk Environment will be beneficial