Application Services Desk Manager
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The role of the Application Services Desk Manager encompasses many activities including (but not limited to):
- Ensuring team productivity and performance is in line with agreed standards.
- Ensuring service delivery to the relevant departmental unit through monitoring of applicable SLAs.
- Ensuring effective workforce planning and adequate resource to meet the business requirements.
- Leading 1st line Service Desk employees to ensure optimal service delivery and resolution.
- Ensuring that 2nd line Service Desk employees are performing in line with agreed standards and are analysing trends in order respond to the IT and business needs appropriately.
- Ensuring effective management of escalated incidents and communicating with related stakeholders business and external vendors to resolve escalations.
- Ensuring that reports are compiled and analysed accurately in order to provide feedback on individual and overall team performance.
- Analysing trends and providing feedback to the relevant stakeholders to minimise technical demand to Service Desk; and
- Continuously reviewing areas of opportunity and present suggested improvements for the Service Desk.
Requirements
- NQF 6 or a Degree in Information Communication Technology (ICT) field incorporating (but not limited to) Information Systems;
- Minimum of 3 years experience in an Application Services Desk Manager role;
- BMC Remedy or similar software packages.
Required Skills:
Minimum of 3 years experience in an Application Services Desk Manager role; BMC Remedy or similar software packages
Required Education:
NQF 6 or a Degree in Information Communication Technology (ICT) field incorporating (but not limited to) Information Systems;
Company Industry
IT Services and IT Consulting
Key Skills
- Electro Mechanical
- Instrument Maintenance
- Adobe Dreamweaver
- Document Control Management
- E-Commerce
