Helpdesk / Service Desk Team Manager

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YumnaSmith

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TFG Infotec is a dynamic, well-established information and communication technology (ICT) organisation dedicated to the development and implementation of world-class IT systems and infrastructure for TFG (The Foschini Group).

We have an exciting position available for an assertive Helpdesk/Service Desk Team Manager with proven Service Desk team leadership skills and a strong commitment towards professional service delivery within TFG Infotec’s Service Management Centre

Key performance areas will be:
  • Maximising team productivity
  • Ensuring service delivery to the business through monitoring of SLAs
  • Staff scheduling in accordance with business requirements
  • Managing and guiding Service Desk Agents to enable optimal service delivery
  • Management of escalated incidents and communication with related teams, business and external vendors


To qualify for this position, you will need:

  • Proven experience as a Helpdesk/Service Desk Manager
  • A relevant IT tertiary qualification
  • A strong commitment towards professional service delivery
  • Strong people management and interpersonal skills
  • The ability to work in a high-pressure environment
  • Excellent presentation skills and the ability to communicate effectively at all business levels
  • The ability to monitor individual and team SLA compliance
  • Experience in mentoring and coaching individuals
  • Experience in managing and reviewing existing processes
  • The ability to measure quality of calls logged (voice and incidents)
  • Experience in staff scheduling
  • To be able to create and deliver management reports
  • Good planning and time management skills
  • To be able to work independently
  • The ability to work flexible hours
  • Good problem solving skills and strong attention to detail
  • Proficiency in MS Office applications


Think you have what it takes to join the TFG Information Security team? Click here to apply: http://www.tfglimited.co.za/careers/current-vacancies/

Be a part of a fast-paced growing company and explore new opportunities. You can find out more about TFG Careers by visiting our website: www.tfg.co.za
 
YumnaSmith said:
The position is Based in Cape Town. Salary is Negotiable
Click to expand...

No salary means you are not abiding by this subforum rules which require a salary bracket to be posted.

You get a 1 star rating for being a terrible thread starter.
 
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