Supervisor: IT Service Desk - Human Accent, Johannesburg

  • Johannesburg
  • Salary: R25 000.00 - R31 069.00 Per Month
  • Job Type: Permanent
  • Sectors: IT, Technology
  • Posted by Human Accent on Friday, February 21, 2020
  • Reference: 11838
  • Employment Equity Position
  • Apply before Tuesday, April 21, 2020 - 23 Days left

Vacancy Details

Employer: Human Accent




POSITION NAME Supervisor: IT Service Desk
DEPARTMENT Information Technology
MINIMUM SALARY R372 828.00pa
POSITION TYPE Permanent
DURATION Permanent
LOCATION - Sandringham

Key Job Responsibility:
■ To ensure maximum availability of the service desk thus enabling the business to access the first point of contact to IT
To ensure a high first-line call resolution is achieved at first point of contact thus insuring speedy turnaround time are achieved
To ensure that all performance management and training needs of staff in the Service Desk unit are met in order to keep abreast of the changing technology environment
To ensure service continuity by accurately categorising, prioritising, allocating and resolving service requests and incidents in order to deliver on current SLAs maintain continuous high-level customer service
To develop SOPs and generate inputs into monthly reports in order to report on performance and compliance
To inform the manager of the operational budget requirements for the support unit to improve operational efficiency
To manage all staff leave service requests to ensure that requests do not hamper operational activities
To ensure resource availability during business hours and attend to escalations by supervising the stand-by service
To ensure the optimal use of toolsets, service desk standards and client-specific processes aligned to ITIL best practice.

Minimum requirements & key competency
3 Year Diploma (NQF Level 6) Information Technology
ITIL Foundation Certification
ITIL Service Operation Certification (desirable)
Customer Service Certification (desirable)
Service Desk Manager Certification (desirable)
3 years relevant IT experience
Technical knowledge in working with IT Service Management tools
Technical knowledge in managing SLA, OLA and managing escalations
Knowledge of Telephone and Call Centre Management
Knowledge of Quality Management (desirable)
Knowledge of Service Desk Process Management and Improvement
Knowledge of Service Catalogue
Knowledge of the following Service Operations Processes: Incident Management, Request Fulfilment, Problem Management and Change Management
Knowledge of Project Management (desirable)
Computer Literacy
Good customer relations skills
Written and verbal communication skills
Report writing skills.
Organizational skills
Analytical and problem-solving skills
People Management
Ability to function as a team player
Attention to detail
Presentation skills ( desirable)
Project Management ( desirable



EE Applicants only!!!


Please email CV + drivers licence + ID, qualifications (including Matric) and latest Payslip to talent@humanaccent.co.za
Please include your minimum Salary expectation & Maximum  Salary expectations on the email.


Apply before Tuesday, April 21, 2020 - 23 Days left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.
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