Application Support Team Leader (DBN) at BETSoftware

You Bring:

• Diploma or Degree in Computer Systems (advantageous).
• Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) (advantageous).
• Microsoft Systems Engineer (MCSE) (advantageous).
• Experience with Office 365 and Azure (advantageous).
• ITIL Foundation certification advantageous.
• At least 1 years’ experience in supervising or team lead within an Application Support desk/help desk environment, infrastructure remote support.
• Scrum Master/Project Management Training and Certification (advantageous).

What You’ll Do:

Leading the IT Application Support Team:

• daily direction and communication to team members to ensure App Support tickets are answered in timeously, and efficient manner.
• Assist the team in resolving complaints and escalations from end users and management.
• Administer customer service duties such as quality analysis on call and ensure fast turnaround time on ticket resolution.
• Oversee the tickets to completion.
• Conduct scrum meeting with the IT App Team as the Lead.
• Provide team with effective and efficient troubleshooting methodology to ensure efficiency of the team.
• Be the point of contact for all time and attendance issues the team member might have.
• Interface, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
• Ensure correct entries are inserted into the IT Service Management Tool 4Me.

Technical Support and Escalations:

• Provide hands-on, day-to-day technical support for team members.
• Responsible for all connectivity alerts and backup alerts.
• Provide basic training on core software and hardware used.
• Point of contact for customer complaints or escalations.

Building on KMDB & Documentation Reporting:

• Compile technical standard operating procedures for all known errors.
• Compile daily, weekly, and monthly reporting on IT Application Support statistics.

Customer Centricity:

• Feedback to customer on status of all unresolved escalated queries.
• Ensure protection of all user’s data in compliance with company policies.

Continuous Improvement:

• Ensure adherence to policies and procedures by team members and to continuously evaluate for improvements.
• Ensure attention is given to employee experience.
• Focus on a proactive approach rather than a reactive one.
• Evaluate, analyse and provide necessary recommendations for improvement to Leadership based on user feedback and technical observations.

Admin and Technical Assistance for ADHOC Infrastructure Projects:

• Constructively participate as a member of the wider IT Department.
• Undertake any other tasks or once-off projects which may be assigned from time-to-time.
• Demonstrate professional skills and a high standard of integrity.