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X4 Night Shift IT TeamLeaders

Job Ref
277965
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added 15 Feb 2018
Expiry Date 1 Apr 2018
* There have been 29 applications to this job.
* This job has been viewed 1211 times.
Employer:
Datacentrix

Location:
South Africa

Salary:
Negotiable

Benefits:


Role details:
Datacentrix is anintegrated, service-orientated ICT systems provider that operates across the entire informationvalue chain. The company is currently looking for X4 exceptional IT Team Leader and this comes witha lot of pressure at times
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Definition of Responsibilities
Understanding of service management disciplines and the required deliverables.



Controlling performance of Incident Management
Responsible for ensuring that allIncidents do not breach
Coaching of Service Desk and Incident Mngt Staff
Continuously analyzing, evaluating, checking and measuring the performance of the supportstaff.


Manage incidents during their life cycles ensuring the right resourcesare attempting to resolve the incident as quickly as possible
Ensure focus is given tohigher priority incidents during attempts to restore services
Ensure escalations aremanaged and/ assist with escalations to management
Follow up with management bothinternally and externally with regards to service providers to ensure related queries / issues havebeen resolved timeously


Ensure that all captured incident details are of a highquality
Ensure regular user feedback is taking place and proof of such is captured in thejournals
Ensure proof of management to prevent incidents from breaching
Ensureregular feedback is given to users with regards to quality and areas of improvement
Conductregular format quality checks to gauge quality of incident details and resolutions
Recordquality checks conducted and submit daily reports to the Service Desk Manager/Incident Manager

To ensure that systems, processes and methodologies as specified are followed toensure effective monitoring, control and support of service delivery

To ensurethat staff are managed effectively and comply to standing processes and procedures and based onthese produce output in accordance to their defined KPI’s

Provide anescalation point for critical support issues

To ensure that regular PRO-ACTIVEmeasures are put into place daily/weekly/monthly to reduce potential user complaint areas

Management reports to be compiled on a daily/ weekly/ monthly basis

Enforcing contractual obligations

Manage incident life cycles from start tocompletion 

Manage the data integrity of the call system

Appraise staff performance every 6 months

Defining staff objectives againstKPI’s

Responsible for the provision of guidance to operational staff in thecreation of work processes and procedure writing

Maximising team productivity

Management of escalated incidents and communication with related teams, business andexternal vendors

A strong commitment towards professional service delivery

The ability to work in a high-pressure environment

Experience inmentoring and coaching individuals

The ability to measure quality of calls logged(voice and incidents)

Good planning and time management skills

Good problem solving skills and strong attention to detail



Report tocustomers and management on outputs and trend analysis.

Key Skills / Competencies
Ability to build relationships withclient representatives, service providers and other areas within Service Management.

Demonstrable experience of working in an IT Service management capacity

Excellent communication skills at all levels – verbal and written

Excellent customer service skills

Strong analytical, organizational,multi-tasking, and time-management skills

Excellent negotiation, influence,mediation and conflict resolution skills
Key Interpersonalskills
Teamwork

Responsible

Friendly

Loyal

Honest

Committed

Motivated

Self-Confident
If youfit this profile, please load your CV on the Datacentrix website. To view more of Datacentrix ITjobs, go to www.datacentrix.co.za and click on‘Search Jobs'




 
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