Consutant - Service Desk

Inviting applications for the role of Consultant – IT Support Center (Service Desk)

Shift - Complete Night Shift

Responsibilities

• Act as an escalation point for unresolved or escalated calls 
• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
• Periodic reporting to senior management and represent Service Desk during reviews/meetings.
• Ensure staff take ownership of user problems and be proactive when dealing with user issues. 
• Allocate more complex calls to the relevant IT Support members. 
•  Arrange for external technical support where problems cannot be resolved in house. 
•  Ensuring knowledge management systems and documentation are kept up to date 
•  Contribute to and comply with the Quality System and the IT Operations Manual. 
•  Track and report statistics to management on a periodic basis, or as requested. 
•  Identify and own Users’ training requirements.
•  Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents. 
•  Increase the Availability of self-service capability, such as through providing self-service articles and help documentation for common issues across Service Desks. 

Qualifications we seek in you!
Minimum Qualifications / Skills

•  Must have a technology and service desk background 
•  Graduate in any stream
•  ITIL certification
•  Multitasking skills. 
•  Ability to pay attention to detail. 

 
Preferred Qualifications/ Skills

•  Proven work experience as operations supervisor
•  In-depth knowledge of performance metrics
•  Good PC skills, especially MS Excel
•  Excellent communication and leadership skills
•  Organizational and time-management skills
•  Excellent written and verbal skills
•  Experience/understanding of ITIL methodology
•  The ability to multitask across multiple incidents
• Understanding of SLAs and KPIs
•  Experience of working in complex, high pressured environments within a 24-hour service structure