IIT Support Centre Lead (Contract till 2020)

A vacancy exists for an experienced Industrial IT Support Centre Lead.



Key Responsibilities

•Deliver and maintain a high-quality fault logging and resolution for most Incidents and known problems •Focus on call answering and first-level resolution KPIs – Continuous development •Deliver high-quality call answering, logging and customer service facility •Deliver high-quality communications with Services Manager, Customer and IT during service interruptions to their system •Provide a regular communications presence to Services Manager, Customers and IT across the customers organisation to maintain a positive and accurate image of the Service Desk •Ensure that all incoming Incidents and requests are logged, diagnosed and escalated to appropriate and consistent quality standards •Provide suitable logging input to ensure accuracy of SLA and service performance reporting •Co-ordinate Service Desk Staff to ensure accurate and appropriate communications during Incidents and Service Outages •Liaise and work with the Services Manager to escalate Major Incidents and contribute to Problem Management reviews and process •Aim to deliver quality response and fix services in line with IT Target SLAs •Provide suitable logging input to ensure accuracy of SLA and service performance reporting •Liaise with Services Manager to review SLA performance – Weekly client meetings •Attend monthly Service review meetings •Deliver Service Desk Service and manage Service Desk Staff •Maintain a stimulating and learning working environment for Service Desk Staff •Identify training needs for First Level staff and liaise with Services Manager to develop suitable programs •Implement suitable training (e.g. skills transfer) to develop individuals and meet Customer Service needs •Work with Services manager to develop individual KPIs for all staff to meet Customer Service needs •Work with Services manager to ensure that all relevant skills, knowledge, tools and processes are in place to meet Customer Service needs •Work with Services Manager to identify a development programme to ensure that all staff can continually develop skills and career opportunities •Implement a regular internal communications schedule – Service Desk meetings, updates on new systems and resolutions etc •Mentor and coach team leaders when required

Minimum Requirements

•A+/N+ •ITIL® V3 foundation •ITIL® V3 Intermediate: Service Operation/Operational Support and Analysis •SDM – Service Desk Manager Certified • 5 Years IT Service Desk Experience

Recruiter Name

Lawrence Makaringe

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