Teamleader - IT (Infrastructure Technical Services) at DSV

Job description

Main Purpose:

Responsible for leading and mentoring the technical support team in providing expert support to the DSV Business employing a high degree of leadership, business acumen, customer service, technical expertise and timeliness.

Duties and Responsibilities:

• Manage technical support team and ensure tickets are done within SLA and the number of incidents logged monthly is reduced (problem management).
• Ensure all issues are expediently addressed, resolved, and documented with technician notes.
• Provide monthly support reports to management and analyze results.
• Actively raise issues and recommend improvements to desktop support services.
• Work as part of a close knit team to provide a quality service to the business.
• Resolution of assigned incident tickets.
• Proactive monitoring of incoming incident tickets and, where appropriate, assignment of tickets.
• Liaison with business partners and vendors to resolve their IT related issues, problems and requests.
• Own, and manage to completion, minor changes to infrastructure.
• Understand expectations that were set with business clients and recognize when issues events may need escalation up the management chain.
• Ensure all local work conforms to Enterprise standards and policies.
• Liaise with the Service Desk Support teams as required to manage and resolve incidents assigned to the remote team that are affecting local business operations.
• Understand expectations that were set with business clients and recognize when issues/events may need escalation up the management chain.

Qualifications:

• Grade 12 / Standard 10 Certificate.
• IT related Degree/Diploma
• One or more modules of MCITP or similar
• ITIL Foundation

Computer Skills:

• Cherwell MS Office.
• CASDM Tools

Minimum Requirements:

REQUIRED EXPERIENCE AND EDUCATION

• At least 3 years’ experience working with Service Desk or IT operations in a multinational framework.
• At least 3 years’ experience working with vendors and hardware procurement/delivery processes.
• At least 3 years’ experience supporting multiple aspects of infrastructure to include standard printing, PC, laptop and wireless devices.
• At least 3 years’ experience working with 1 or more infrastructure/operations discipline (e.g., systems administration, network administration, telecommunications).
• At least 3 years’ experience in project coordination.
• English language fluency.

REQUIRED TECHNICAL KNOWLEDGE AND SKILLS

• Moderate knowledge in 5 or more infrastructure/operations discipline.
• Moderate knowledge of incident management systems (e.g. CasdmCherwell).
• Troubleshooting both hardware and software based issues.
• Basic knowledge of general IT process and audit mechanisms.
• Interpersonal Communication and Language Skills (e.g., Listening to Others, Speaking to Others, Reading, Writing).
• Tactical Planning & project coordination/Management.
• Work Orientation (e.g. behaving with Integrity, Being Dependable, Puts Interests of Customer and DSV Above Personal Ambition).
• IT Compliance Principles.

Other Minimum Requirements

• Own Vehicle
• Ability to work shifts/overtime as and when required
• Ability to travel
• Ability to lift 50 lbs.
• Ability to work Standby on weekends
• Fluency in 1 or more languages of local geographies