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- Mar 25, 2015
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The Foschini Group (TFG) is looking to hire a Service Desk Team Manager to join our Service Desk Team. The successful candidate will have proven Service Desk Team Leadership skills and a strong commitment towards professional service delivery.
As one of South Africa’s leading independent retailers, TFG operates 18 retail brands and various corporate service divisions. TFG has built the business through innovative differentiation, new business development, acquisition and expansion, and is dedicated to the development and implementation of world-class IT systems and infrastructure.
In this role, you would be responsible for maximising team productivity, staff scheduling and managing Service Desk Agents. You would be expected to have proven experience within an IT environment. This position requires attention to detail, enthusiasm, collaboration, creativity, and patience.
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:
A relevant IT tertiary qualification
Must have at least 3 years people/team management experience
Proven experience in an IT Helpdesk / Service Desk environment
Must have experience in workforce planning
The ability to measure quality of calls logged (voice and incidents)
The ability to monitor individual and team SLA compliance
Experience in mentoring and coaching individuals
Experience in managing and reviewing existing processes
A strong commitment towards professional service delivery
The ability to work in a high-pressure environment
Excellent presentation skills and the ability to communicate effectively at all business levels
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
The following will be an advantage:
An understanding of retail operational and systems environments
ITIL knowledge or experience
To apply for this position please visit our careers portal-www.tfglimited.co.za
Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.
As one of South Africa’s leading independent retailers, TFG operates 18 retail brands and various corporate service divisions. TFG has built the business through innovative differentiation, new business development, acquisition and expansion, and is dedicated to the development and implementation of world-class IT systems and infrastructure.
In this role, you would be responsible for maximising team productivity, staff scheduling and managing Service Desk Agents. You would be expected to have proven experience within an IT environment. This position requires attention to detail, enthusiasm, collaboration, creativity, and patience.
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:
A relevant IT tertiary qualification
Must have at least 3 years people/team management experience
Proven experience in an IT Helpdesk / Service Desk environment
Must have experience in workforce planning
The ability to measure quality of calls logged (voice and incidents)
The ability to monitor individual and team SLA compliance
Experience in mentoring and coaching individuals
Experience in managing and reviewing existing processes
A strong commitment towards professional service delivery
The ability to work in a high-pressure environment
Excellent presentation skills and the ability to communicate effectively at all business levels
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
The following will be an advantage:
An understanding of retail operational and systems environments
ITIL knowledge or experience
To apply for this position please visit our careers portal-www.tfglimited.co.za
Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.
