ICT Support Lead

Red Ember Recruitment is seeking to hire an ICT Team Lead for our client based in Goodwood.

• Lead mentor and motivate a team of ICT Support Technicians.
  
• Participate in upskilling technicians by contributing to training and refresher interventions.
  
• Monitor interaction-records and ensure these are converted into incidents with minimal delay.
  
• Lead daily reviews of the teams pending list and flag tickets/incidents and ensure resolution.
  
• Closely monitor SLAs statuses/statistics daily; intervene immediately where SLA is impacted negatively. Moreover investigate reasons for any breaches and collaborate with the client where reasons are valid.
  
• Monitor coordinate and pre-approve team-member leave requests with the final approval from the ICT Manager.
  
• Implements maintains manages the cascading of and adheres to all relevant Stowe policies & procedures to team members.
  
• Report all Health & Safety incidents to the Occupational Health and Safety Officer on site
  
• You may be required to conform to the legitimate instruction of any employee in authority over yourself which is not stipulated in your job description.
  

• Ensure timely and efficient resolution of service requests and incidents.
  
• Ensure an elevated level of customer satisfaction by delivering excellent service.
  
• Pro actively encourage a customer service focus in the department.
  
• Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
  
• Regularly update all customers with progress-information and estimated times to completion on all escalations.
  
• Manage customer perceptions.
  
• Professionally respond to and assist with all customer queries.
  
• Handle customer complaints and escalations with professionalism and empathy.
  
• Develop and implement customer service standards and best practices.
  
• Monitor ServiceNow Interaction- and Incident-lists and prioritize work to meet service level targets.
  
• Actively contribute to the resolution of desktop IT support queries hardware & software maintenance including MS Windows Office 365 printers and networking.
  
• Actively contribute to desktop telephony support: VOIP handsets and soft phones.
  
• Assist with the administration of client/server applications supporting tools and SQL databases which includes and are not exclusive to the following.
  
• Call Logging System (HEAT).
  
• Accounting System (Pastel Evolution) etc.
  
• Assist with the installation configuration maintenance and ongoing usability of IT assets within established standards and guidelines.
  
• Troubleshoot Fault-Finding and Problem solving of IT assets related incidents and problems.
  
• Record all ticket and support activities on the call logging system (ServiceNow).
  
• Perform preventative maintenance tasks within established standards and guidelines.
  

Operation Management And Process Improvement (20%)

• Do daily/weekly/monthly ticket quality checks.
  
• Identify failure points and implement corrective measures to curtail the number of missed SLAs.
  
• Identify opportunities to streamline ICT processes and improve efficiency.
  
• Work with cross-functional teams to implement process improvements.
  
• Stay up to date with industry best practices and emerging technologies.
  
• Ensure processes and procedures are followed according to agreed service times.
  
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
  
• Assign calls to appropriate team member according to skills level Call Allocation.
  
• Provide a single point of contact for technical escalations and take ownership.
  
• Act as information and skills broker between agents and higher qualified and/or experienced resources.
  
• Escalation of problems or breaches of all calls to your manager.
  
• Ability to creatively address problems and follow proposed solutions through to completion.
  
• Identify and highlight best practices in support management through continuous assessment.
  
• Communicate and be the focal point for the dissemination of information from management to the team and vice versa.
  

• To analyse and summarize reports on SLA targets.
  
• Compile open escalation reports daily and share with clients and management.
  
• Drive and implement corrective measures and resolutions ensuring open escalations are resolved.
  
• Participate in the investigation and resolution and reporting of once-off escalations.
  
• Ensure that corrective action taken for once-off escalations mitigate the recurrence of these issues.
  
• Trend analysis on causes and ticket categories incident rates and similar
  
• Compile and publish daily weekly and monthly reports as required.
  
• Provide pending List feedback daily.
  

Performance Management (15%)

• Conduct regular performance evaluations and provide constructive feedback.
  
• Manage and monitor technician timekeeping.
  
• Foster a collaborative and inclusive team culture.
  
• Will ensure team perform in line with quality monitoring standards achieving internal quality benchmarks.
  
• To conduct performance appraisals for the team identifying weaknesses and offering coaching and mentoring in areas that require it.
  
• To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
  
• Provide quality conformance feedback weekly (but daily monitoring and policing)
  
• Missed SLA processing daily.
  
• Respond or manage response to challenges regarding technician performance.
  

• Identify training requirements for team members & escalate to manager.
  
• Provide guidance & coaching to team members.
  
• Updating team members with any changes taking place in the ICT standards and procedures (new versions changes upgrades)
  
• Ensure all technical tips & tricks team-specific diagnostics are created updated and documented weekly and as required.
  

Requirements

• A Qualification.
  
• Linux and Windows Server knowledge is advantageous.
  
• MCSE/MCP is advantageous.
  
• Familiarity with Service Methodologies like ITIL is advantageous.
  
• 1-3 Years Experience.
  
• Drivers License.
  
• Valid South Africa ID.
  
• Confidentially about crucial data.
  
• Ability to work under pressure.
  
• Must be honest and trustworthy.
  
• Communication with Management as well as internal and external clients.
  
• Must be motivated and a team player.
  
• Must have good troubleshooting skills.
  
• Request for MCSE Certification to be completed A bonus.
  
• Request for familiarity with ServiceNow A bonus.