Supervisor: Service Desk
Job descriptions
To hand supervision in icing successful operation and performance of the Service Centre to minimize the impact of service disturbances to the business by restoring service through effective operation and coordinating the vacancy of agents.
REFERENCE NR: VAC00725/22
JOB TITLE : Supervisor: Service Desk
Key Responsibility
Areas Facilitation of operational processes; Liaison with business partners; Quality management; Verifying of timesheets and invoices; Manage service levels$ IT Service Centres; Post call Survey (Group performance); Availability (Group performance); Availability (Group performance); Quality of calls (Group performance); Compliance with Performance Management system; Time Management.
Qualifications and Experience Required
Required Qualification: 3-year National Diploma/Degree in IT or related field. Experience: 4 – 5 Years IT Service Desk, Call Centre, or Customer Service experience inclusive of experience as a: Call Centre/Help Desk Agent Call Centre/Help Desk Team Leader.
Technical Description
Understanding of Incident logging operation (ARS/ ITSM) Quality assurance processes and norms Full cycle of logging, classifying, and routing calls according to SLA Operative business rules and processes Penalizing process Operating Systems (ARS) and ITSM Quality assurance processes and norms. Operative business rules and processes. Full cycle of logging, classifying, and routing calls according to SLA. Statistical and well-founded principles Policy and processes development and prosecution. Continual refinement through service/ process monitoring and evaluation. Project stewardship within governing programs, procedures, and guidelines. Natural pocket planning.
Client Experience; Collaboration; Communicating and Influencing; Outcomes are driven; Innovation; Planning and Organising; Creative Problem Solving; Managing People and Driving Performance; Decision-making; and Responding to Change and Pressure. Interpersonal/behavioral competencies: Attention to Detail; Continuous Learning; and Disciplined.
How to apply Kindly send your CV to: Puleng.recruitment@sita.co.za