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  • Posted: Mar 23, 2020
    Deadline: Not specified
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    WHO ARE WE? Prime Meridian Direct is a part of a well-established financial services group that has developed a reputation for innovating relevant, affordable financial services products that provide meaningful benefits to hundreds of thousands of South Africans. We pride ourselves on our open, honest and transparent direct purchase methodology that treats...
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    Information Technology Help Desk Supervisor

    The IT Helpdesk Supervisor's role will include:

    • Daily supervision of Help Desk staff and to ensure that end users are receiving the appropriate assistance, including reporting and stats.
    • Managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.
    • Contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

    Responsibilities:

    • Supervises the day-to-day operations of the help desk;
    • Identifies, researches, and resolves technical problems;
    • Creates and manages escalation procedures and ensures service levels are maintained;
    • Documents, tracks, and monitors problems to ensure resolution in a timely manner;
    • Communicates with clients regarding tickets, validating resolutions and getting feedback;
    • Coordinates referrals to appropriate technical, professional or service personnel for follow-up;
    • Contributes to the development of processes and procedures;
    • Provides Reporting/Statistics regarding the Help Desk; and
    • Supervises Asset Management (Asset Management Software and forms).

    Requirements:

    Formal Education & Certification:

    • SDI or similar Helpdesk qualification or equivalent IT Helpdesk Supervisor experience
    • A+, N+ advantageous.

    Knowledge & Experience:

    • At least 3-5 years’ equivalent work experience as an IT Helpdesk Supervisor
    • Knowledge of the following will be beneficial but is not a requirement: Sysaid Helpdesk system or equivalent.
    • Experience installing, configuring, and maintaining all manners of desktop software, hardware and associated network equipment.
    • Familiarity with TCP/IP and other network protocols, firewall management, and operating system configuration.
    • General knowledge of storage technologies such as SAN or NAS, as well as Active Directory/Global Catalogue.

    Method of Application

    Interested and qualified? Go to Prime Meridian Direct (Pty) Ltd on www.linkedin.com to apply

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