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Team Leader/ L2 Technician

Contract to Permanent Post: Primary Role: Ensure adherence to all processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments. Take responsibility for the operational management of a team of service desk employees who is first point of contact for clients. Key Outputs: 1. Complete daily System Checks 2. Ensure team handles incidents/Requests correctly . 3. Ensure requests to service desk are logged & response given . 4. Acts as first point of contact 5. Assists with the development of standards and apply. 6. Detect incidents asap and resolve 7. Ensure tickets are logged & accurately categorised. 8. Escalate incidents that cannot be resolved by yourself or team. 9. Take ownership of escalations and ensure they are resolved. 10. Run Daily reports and ensure SLA is met 11. Maintaining Stock Level on Peripheral items. 12. Ensure that the databases are updated and relevant. 13. Manage all project roll outs and assist Technicians. 14. Manage team of two L1 Technicians. Preferred Experience and Qualifications: 1. Grade 12 2. IT Qualification/Courses 3. 1 year + experience in a Team Leaders Role preferred. 4. Experience in a Help Desk/Service Delivery Environment Preferred.

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