Helpdesk Tier 2 Supervisor at Talenttac

Responsibilities

• Management of Tier 2 team (includes capacity management and project assignments).
• Maintain relationships with 3rd party service delivery partners/vendors.
• Procurement and management of Store IT stock.
• Escalation management from within the team and end users.
• Project Management of IT store related projects.
• Continually up skill own knowledge of support products and solutions.
• Assisting Tier 2 operators to deliver excellent service to stores.
• Training new operators / help up skill existing operators
• Second line telephonic support to stores relating to hardware (POS/Back Office) and software problems (POS/Back Office) and ensuring all issues are resolved timeously for maximum trading uptime.
• Manage calls to ensure they remain within the SLA of the company.
• Standby (after hours support) over a week period on a rotational basis.

Key Competencies and Qualifications

• Management skills (proven track-record of people management)
• Strategic planning skills
• Excellent verbal and written communication
• Ability to communicate at all levels
• IT qualification (A+ /N+ / MCSE (MCITP) or a combination thereof or an IT diploma.
• ITIL V.3 Foundations
• A minimum of 3 years hardware / software support to end-users.
• Strong working knowledge of MS Word, MS Excel, MS Windows and call logging systems is essential.
• Excellent working knowledge of computer hardware and operating systems.
• Excellent working knowledge of networking (TCP/IP protocols essential).
• Ability to troubleshoot hardware components/software via the phone.
• Display initiative in ensuring timeouts problem solving in line SLA.
• Excellent organisational skills and prioritisation.
• Ability to work within a team.
• Retail environment experience advantageous.