Job description
- Management the service desk team (call center or help desk team) to provision of hands-on technical support on all IT related issues (hardware, software and network related) to end users across the organisation.
- Assist in the definition of service desk (call center or help desk)strategies, plans, policies, projects and service levels.
- Develop (call center or help desk) policies, processes and procedures that ensure incident management and control and define how IT related issues are identified, received, documented and corrected.
- Keep abreast of global and local best practice as it relates to the unit’s activities.
- Continuously review the unit/team’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
- Identify required resources, personnel, funding to achieve the unit’s strategy.
- Establish and maintain relationships with key internal and external stakeholders.
- Coordinate the activities of the Service Desk ( call center or helpdesk)/ Monitoring Center and ensure adherence to defined policies and procedures.
- Coordinate the maintenance of error logs and ensure that appropriate steps are taken to facilitate speedy resolution of recurring service requests.
- Coordinate the periodic analysis of issues and requests to identify frequently recurring issues and thus facilitate their speedy/efficient resolution.
- Ensure the escalation of irresolvable issues to relevant specialists in other units e.g. LAN/WAN and hardware operational problems to Network and Infrastructure Support team; enterprise solutions-related issues to Enterprise Solution support team.
- Provide input on possible enhancements to existing systems/ products, based on user queries/ feedback.
- Provide input into the selection of end user hardware and software based on knowledge of technical issues associated with the proposed brands.
- Coordinate the activities of external vendors for asset maintenance and repair.
- Keep abreast of new end user technologies and apply knowledge to the customer.
- Implement the function’s work programs and plans in line with agreed upon procedures and guidelines.
- Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
- Manage inter-functional relations to ensure synergy across the various departmental functions.
- Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
- Monitor and control the budgetary needs of the unit.
- Prepare/compile agreed periodic activity and performance reports for the attention of the Director, IT.
- Perform any other duties as assigned by the Director, IT.
Desired Skills and Experience
- First degree or equivalent in a relevant discipline.
- Postgraduate/professional qualification in a related field will be an added advantage.
- At least 4 years call center or help desk work experience, with at least three (3) years in call center or help desk management role.
- Bank working background is advantage.