Help Desk Team Lead (Network Infrastructure Company) at iRecruiters Africa Limited

Job Summary:

The Help Desk Team Lead will be responsible for leading a technical support team, overseeing customer service operations, and ensuring the timely resolution of technical issues. While performing these functions, the candidate will also be expected to provide technical insight and guidance to the team they will be assigned.

Key Responsibilities:

• Document and properly assign end-user issues using a service desk ticketing system.
• Troubleshoot problems with computer software and make repairs and corrections where required.
• Be prepared to communicate with other partners and vendors to resolve end-user issues
• Be prepared to solve complex software calls or work with the appropriate staff to resolve issues.
• Support remote computing and telecommuting clients.
• Evaluate and troubleshoot software for functionality.
• Exercise responsibility for the integrity, security, and maintenance of the systems.
• Provide cross-training to other staff members.
• Will need to be open to working shifts or rotating hours.
• Follow up with customers to identify areas of improvement
• Develop daily, weekly, and monthly reports on the help desk team’s productivity
• Ensure customer service is timely and accurate daily

Requirements

• B.S. degree in Computer Science, Computer Engineering, Information Technology, Electrical Engineering, or other technical equivalent including on-the-job experience and/or certifications.
• Must possess at least 3 years of recent experience with enterprise IT systems or support of the enterprise IT model or Customer services
• Customer service or Help Desk professional Certifications, CCNA, MTCRE certifications
• Project Management skills, Help Desk, and customer service.
• Excellent written and verbal communication skills are required.
• Must be capable of explaining and instructing technical data in non-technical terms.
• Reasoning ability.
• Ability to read the room of junior technicians and fill gaps.
• Ability to help in limiting over-taxing of the help desk workflows.
• Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.