Help Desk Manager

Reference: 10363 AVConsultant: AnnekeViviersJob 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 advantageousDriver's LicenseManage Engine Support Center Plus advantageousStrong 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 ****** 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.
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