Lead Service Desk Agent at Rhodes University

Main Objectives
The Service Desk provides a point of communication for all ICT users telephonically, via email, or by users physically coming to the Division. The Lead: The Service Desk Agent drives the efficiency and effectiveness of the Service Desk, ensuring that a point of coordination for several sections/groups and processes is well maintained, resulting in excellent customer service to all staff and students.

The Requirements
Grade 12 plus approximately 6 years’ relevant experience where such relevant experience includes: -

•  Previous experience working in an ICT Service Desk environment, especially using an IT Ticketing system.
•  At least 2 years experience supervising staff OR have a Supervision Certificate plus a year’s experience
•  Previous experience working with management of assets and updating of asset registers or 6 years administrative experience working at an advanced and independent level
•  An ITIL qualification will be an advantage