ICT Service Supervisor at BDO South Africa

Main Duties and Responsibilities:

Operations:

• Daily monitoring and scheduling of work.
• Daily monitoring of aging work and SLA adherence.
• Daily monitoring and continuous improvement of proactive checklists.
• Driving Department/Business/Security policy within the team - Clean Desk, Dress code, Security Policy etc.
• Driving, developing, monitoring department standard operating procedures and processes - Incident management, Request fulfilment, Problem management, Change management, Asset management. Ensuring asset register is up to date and reported to BDO finance monthly.
• Ensuring service management tool (ServiceNow) is fully understood and capabilities engaged.
• Driving proactive problem solving, monitoring and compliance via Nexthink Digital Experience tool.
• Creation and administration of a standby schedule - Reporting standby allowances to monthly payroll.
• Maintaining adequate staff for in presence support for office schedule
• Ensuring that a high level of service and user satisfaction is maintained. Ensuring that service escalation is attended to from inception to completion
• Technical Escalation point for the relevant team (inland/coastal) 
• Knowledge sharing actively assessed and engaged and facilitated through ServiceNow knowledge base. Regular review of engaged knowledge articles by team for immediate updating (maintenance).
• Identification of skills gaps within the team and planning/suggesting/scheduling training both internal and outsourced training
• Ensuring that a VIP service is always available and operating as required for accelerated service delivery.
• Conduct service satisfaction surveys (>30% engagement).
• Human Resource Management - Leave, Absenteeism, Team performance improvement, Engagement monitoring, Misconduct matters.
• Structured meeting attendance and engagement (Agenda’s defined)
• Facilitate weekly team meetings/stand-ups
• National monthly team meeting (Combined inland and coastal staff)
• Daily catchups (non-mandatory for experienced staff but mandatory for all interns nationally)
• Monthly service line meetings (All Service lines - HOD's or Champions)

Procurement & Asset Management:

• Approve procurement within defined approval level.
• Ensure that all procurement have the necessary motivations, budgetary breakdowns and approvals from the relevant HOD's and recorded into the ICT asset register at delivery, movement, transfer and handover.
• Monitor ICT contingency stock and ensure that stock is always at required availability levels.
• Engage bulk purchase processes jointly with the procurement department. Identifying the correct specification of hardware/software. Identifying the relevant vendors, liaising with HOD's/P&C for relevant quantities, providing procurement proposal inputs where required.
• Ensure that asset disposals SOP's are followed diligently - Data destruction\HDD formatting to factory default, assets disposal lists and certificates filed on ICT library and sent to finance etc.
• Ensure ICT storerooms are maintained in a formal and logical manner. Stock availability records, "in and out registers, loan allocation registers, contingency register etc.
• Ensure safety of all assets. Assets are always locked away in storerooms when not in use and not stored in any other location.
• Ensure access control of storerooms is maintained with only the named nominated person/s to have access.
• Ensure All stolen/damaged assets have the necessary documents i.e., SAPS case numbers and an affidavit.

Problem Management:

• Monitoring and log incident trends as problems (repeat incident reporting and escalation).
• Document and share workarounds exist for all logged problems.
• Ensure that logged problems are monitored and followed up with relevant technical experts for resolution.
• Weekly Problem Management meeting.
• Facilitate or chair problem resolution meetings.
• Prepare root cause analysis reports and major incident reports in collaboration with ICT management.

Projects and Reporting:

• Ensure projects are recorded in ITSM, managed, and delivered on time within budget.
• Ensure that as a stakeholder/contributor as part of a project, all tasks/actions are delivered on time within the relevant deadline.
• Monthly reporting on the ITSM landscape/operations, health, SLA, Customer Satisfaction etc.
• Report on problem management progress and list.
• Report on service provider service levels.
• Report on projects and other initiative with your responsibility.

Security;

• Fully engage all Information Security Management System responsibilities and security policies requirements.

Requirements:

Qualifications/Recognition of Prior Learning equivalent:

• Grade 12 (Higher Grass Pass)
• IT Technical qualifications (A+; N+; MCSE, ITIL, COBIT, CITM, CompTIA, ITMLP etc.)
• BCom Degree with IT experience

Work Experience:

• 2-5 Years IT Supervisory Experience.
• 500+ staff supported as a minimum.
• Multi regional support landscape preferable.

Knowledge:

• Extensive knowledge of service management processes, procedures and service excellence pursuits
• ServiceNow reporting, dashboarding and configuration advantages.
• Nexthink Digital Experience engagement and configuration advantages
• Windows centric operating system environment knowledge essential (Group Policy Object configuration, Windows Policy enforcement etc)
• Endpoint troubleshooting experience at OS, network and Cloud layers essential.

Technical Competencies:

• Agile & Scrum Methodologies
• Cloud, SaaS, PaaS, IaaS Services
• Email Protection Capabilities
• Specification documentation
• Infrastructure operations
• Performance review
• Quality control
• Scheduling & Time Management
• Project planning
• Telecommunications VOIP
• OS level routing, switching and networking
• Patch management
• Vulnerability mitigation
• Information management
• Behavioural Competencies
• Excellent communication (both verbal and written)
• Excellent interpersonal skills
• Client focused
• Attention to detail
• Holistic and logical thinking
• Disciplined
• Proactive personality
• Team coordination and management
• Excellent problem-solving skills
• Good organisational and time management skills
• Task delegation
• Task management