Enterprise Outsourcing is looking to appoint a Helpdesk Supervisor for its Gauteng Service Desk.
The ideal candidate will have to have as a minimum the following background –
ITC experience of at least 10 years;
Have a diploma and/or degree in the IT field from a reputable educational facility;
Ideally have been working in a service desk environment before;
Have good time keeping etiquette;
The ability to communicate well in English – communication in Afrikaans will be seen as a benefit;
The ability to communicate / write in formal business communication (letters / email / voice);
Work well with little to no supervision;
The Job role will encompass the following tasks -
Engage with clients on a daily basis to ensure service is delivered to a high standard;
Plan, organize support staff’s workloads on an hourly / daily and weekly basis;
Develop, maintain and track staff scheduling according to shifts and/or demand;
Deal with staff growth and discipline in conjunction with the organization’s HR policies and HR department;
Develop KPI’s to track client requests and/or incidents from cradle to grave;
Develop and/or refine processes for the optimal functioning of the service desk;
Perform daily quality control on calls performed by service desk staff;
Report to senior management on client issues that need to be dealt with;
Closely work with department heads / senior management of internal and external parties to deal with escalations and performance issues;
Helpdesk process optimization to ensure proper functioning of the service desk with all functions.
Provide daily reporting back to senior management on overall performance of the service desk.
Identify potential issues with the service desk and report to management;
Potential applicants are invited to apply with the official HR application and will be pre-screened against the above criteria. Shortlisted candidates will be invited for a face to face interview.