Information Technology Help Desk Supervisor at Prime Meridian Direct (Pty) Ltd

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.