Help Desk Manager

Reference: 10363 AV
Consultant: Anneke Viviers 

Job Description: 

• Perform daily system monitoring, ensuring all networks and live devices are functioning.
• Ensure tickets are logged for offline devices.
• Ensure all tickets are handled timeously with the client agreements.
• Managing ticket backlog.
• Develop and implement technical support policies, practices, and standard operating procedures.
• Measure and monitor the effectiveness of systems, processes, and policies, recommending and implementing changes to improve service delivery.
• Identify gaps and shortcomings in business processes, escalating and addressing procedures that are not working.
• Ensure a positive client experience is at the forefront of all decisions, continuously seeking ways to improve this experience.
• Generate and process high-level escalation tickets for technical support, driving resolution among internal and external stakeholders.
• Manage ticket escalations and coordinate support across different departments within company.
• Identify fault trends, perform diagnostics, troubleshoot issues, and escalate as required.
• Monitor the phone system within the environment ensuring Support Techs are efficient and professional at all times.
• Provide clients with regular communication regarding the status of requests ensuring timely follow-up and satisfaction.
• Regular team and one-on-one meetings.
• Identify gaps for improvement and development.
• Ensure KPIs are met.

Qualifications: 

• Relevant qualification in Help-Desk advantageous
• Driver’s License
• Manage Engine Support Center Plus advantageous
• Strong understanding of IT hardware, software, and operating systems.
• Ability to identify and resolve complex technical issues.
• Good verbal and written communication skills.
• Strong client service skills and a commitment to providing excellent support.  

How to Apply: 

• Email your comprehensive CV to exceedhr@exceed.co.za. 
• If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system. 
• We reserve the right to only conduct interviews with candidates of choice. 
• Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful. 

 

Submit CV

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