Service Desk Team Lead at KPMG South Africa

Description of the role and purpose of the job: 

• The Service Desk Team Lead is the first point of all escalations in the IT Service Desk. Providing the highest level of customer service, documenting all incidents and requests life cycle. Reporting on all service offering including Mitel stats, ServiceNow reports, Loan machine reports etc. The Service Desk Team Lead is responsible on making sure that the knowledge base of the team is up to standard for quicker resolution

Key Responsibilities

Manage the Service Desk Analysts to provide 1st level technical support; Understanding of KPMG business pressures and the desire to ensure that tickets raised are effectively and efficiently managed and resolved to ensure staff are not impeded in their delivery of services to clients and KPMG through:

• Managing and prioritising incoming requests to the Service Desk, via different channels, and ensure timely and effective resolution of end user issues.
• Act as a further escalation point for unresolved or escalated calls, take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Report to the Service Delivery Manager on any issue that could significantly impact the business
• Take overall responsibility for incident management and request fulfilment on the Service Desk
• Ensure staff take ownership of user problems and be proactive when dealing with user issues. Ensure all calls are logged in the ServiceNow
• Allocate more complex calls to the relevant IT Support member
• Handle and communicate unexpected application and infrastructure outages using IT tools and effective communicating with end users.
• Perform system installation, configuration and patch management.
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
• Track and analyse trends in Help Desk requests to anticipate potential problems and provide and document proactive resolutions to Service Delivery Manager.
• Undertake performance reviews as required to improve the quality of work, and body of knowledge, of the Service Desk team.
• Mentor staff to improve the capabilities and usefulness of the Service Desk team.
• Maintain service levels between 7:30 to 17:30pm weekdays, during planned after hours work, leave, and holidays by sharing work with a nominated team member.
• Attend meetings as required Work both independently as well as part of a team to ensure that work gets completed.
• Share knowledge as and when required with other staff Any other task or activity that will contribute to the successful operation

Skills
Skills and attributes required for the role:

• Ability to contribute to a high- performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realise value
• Experience in working with large teams
• Supervision experience
• Ability to contribute to a high- performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realise value
• A demonstrated focus on customer service excellence (Mandatory)
• Excellent communication skills
• Good problem-solving skills
• ITIL Certification(s) is beneficial
• Ability to take a leadership role in IT Incident escalations
• Ability to provide leadership in customer service and customer communication on behalf of the IT Team
• Demonstrated stakeholder engagement skills Target focussed and results driven Strong business understanding and focus Demonstrated conflict management and resolution experience
• Strong negotiation skills

Personal Attributes

• Self-motivated, with strong ability to work both independently and with teams and managers as appropriate
• Seeks the best outcomes for the business and all customers
• Ability to deal with conflict
• Extremely high level of confidentially and integrity
• Able to maintain a friendly, professional manner when liaising with clients, even in challenging situations
• Ability to multi-task
• High level of attention to detail and a desire to drive quality

Minimum requirements to apply for the role (including qualifications and experience):

• Tertiary IT Qualification
• ITIL Foundation certified
• Experience in coaching and/or mentoring staff
• Team management experience
• Knowledge and experience of best practice in customer service and/or IT service management