Applications are invited for the Team leader – Helpdesk position to be based in Ventersdorp/Klerksdorp/Potchefstroom.
PURPOSE OF THE ROLE:
The Team Leader – Helpdesk is responsible for providing professional and efficient helpdesk support by managing daily operations of the Helpdesk, representing the Helpdesk team and helping to ensure that the Helpdesk is constantly developing and improving. A strong customer service mindset is the key in this role. The Helpdesk Team Leader will assist with the standardisation of Helpdesk services and procedures along with streamlining any discovered inefficiencies.
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Key Performance Areas would include, but are not limited to:
Leadership:
- Lead and manage a team.
- Manage team performance.
- Clearly communicate expectations, roles and responsibilities to team members and supply employees with the resources required to perform.
- Adhere to and re-enforce the company policies, procedures and practices at all times.
- Support, motivate and give feedback to the team.
- Grow and develop team members and encourage team members to do training as and when required.
- Onboard new recruits effective and efficiently.
- Live and promote the Herotel values and culture.
Helpdesk
- Must be able to lead, coach and mentor their team.
- Resource planning and manage helpdesk schedules.
- Responsible for monitoring on live metrics with hourly queue performance analysis and react on it.
- Ensure Helpdesk personnel are adequately trained in all support aspects according to standards and requirements including VAS services.
- Ensure Helpdesk Agents are sufficiently acting on aged tickets.
- Identify increase in specific failure to proactively react and escalate.
- Identify inefficiency and produce improvement actions for the Helpdesk.
- Implementation of approved change plans.
- Incident management, communication and coordination.
Collaboration:
- Coordinate between all parties during network emergencies.
- Escalate network issues to relevant departments NOC,Fibre and RF.
- Liaise closely with Sales and Customer Care departments.
- Identify issues on the network proactively by being attentive to issues that arise in other departments.
Reporting:
- Produce monthly reports and the KPI's of the team.
Report on aged ticket and escalate appropriate course of action for aged cases.
The successful candidate must have the following experience/skills:
- Mikrotik Routers Intermediate +.
- L2 Switching Intermediate +.
- Networking Intermediate.
- Ability to communicate complex tasks and ideas using both written and verbal mediums.
- Excellent Customer Service skills.
- Excellent analytical and problem-solving skills.
- Willing and able to coach, develop, lead and motivate staff.
- Self-disciplined, motivated and organized.
- Proven track record in managing a team of technical individuals will be advantageous.
- A minimum of 3-Years' experience in Wireless Technology and Networks.
Education Requirements:
- Matric.
- Diploma/Degree in management will be advantageous.
- WIFI Qualifications will be advantageous.
PLEASE NOTE:
- Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel's Employment Equity Plan.
- Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
- Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.
