Job Details

A well established organisation seeks a Service Desk Manager with solid experience in team management with a IT qualification and SAP solution manager experience. This is a great opportunity if you meet the requirements and a great opportunity for you to

Requirements:

Own means of transport is essential
3 years Service DeskManagement experience
2 years team management experience
IT qualification and SAP Solution Manager Experience
Knowledge of ITIL processes would be advantageous
Good working knowledge of Microsoft Office software tools
Sound technical experience, coupled with Helpdesk/Call Centre exposure
Solid understanding of the web and associated interfaces.
Basic procurement / ERP understanding and knowledge (advantageous).

OUTPUTS:

Call Centre Agent Management
Ensure incidents are logged within agreed SLA response time
To provide the classification and initial support for an incident.
To coordinate the prioritization, investigation and diagnosis of incidents.
Ensure 1st line calls are resolved within agreed SLA response times
Ensure calls are escalated to 2nd and 3rd line based on call analysis
To act as a point of escalation where incident delivery performance begins to fall below accepted standards either generally or for a specific key incident.
To provide reporting of incident resolution performance against agreed service levels.
To develop and improve the process, procedures and tools to achieve the control required for effective incident management.

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