First Line Team Leader

Our client has an opportunity available for a First Line Team Leader.

Requirements:

• 7 years proven experience in service delivery management, of which 2 years is in creating and implementing Service Operating Processes for technical teams.
• 3 years Desktop Support experience.
• Advanced Microsoft Office knowledge.
• Previous Experience in:
  • ISO 2000 Standard- advantageous.
  • COBIT 5- advantageous.
  • Several customer managements tools- advantageous.
  • Call centre experience- advantageous.
  • Service Desk Application- advantageous.
• The latest Microsoft MCSE qualification
• ITIL V3 Foundation certified
• Must be able to use all Microsoft Office applications
• Must understand the concept of an SLA and OLA
• Relevant BTech degree- advantageous.
• Management Development training certificate and people management & coaching certification- advantageous.
• Project related certification- advantageous.

KPAs:

• Responsible for driving SLA achievement and cultivating a culture of excellence.
• Manage First Line Support agents along SLA and OLA timelines.
• Assist with the recruitment process by providing input in to appointing the correct calibre of staff.
• Analyse reported faults and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application.
• Assist users to copy mail to desktops and assist with ad-hoc back-ups to CD.
• Troubleshoot and support users in respect of hardware and software.
• Support users in the use of general software and applications support.
• Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.
• Configure, set up and implement the relevant software on all PC’s and workstations.
• Install, maintain and monitor virus software, download and implement updates on a regular basis.
• Apply prescribed standards consistently when installing software.
• Apply best practice guidelines and policies, as defined by the company.
• Administer user profiles and access rights and comply with security policies.
• Uphold licence registers, asset registers, back-up registers and files pertaining to user profiles.
• Provide an escalation point for critical support issues.