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  • Posted: Sep 14, 2020
    Deadline: Not specified
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  • PPS has more than 200 000 members who enjoy access to a comprehensive suite of financial and healthcare products that are specifically tailored to meet the needs of graduate professionals. PPS is the largest South African company of its kind that still embraces an ethos of mutuality, which means that it exists solely for the benefit of its members. Thus, ...
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    Team Manager: Desktop Support and Service Desk

    Purpose of the Job:

    A team manager role, responsible for managing the daily operations of the IT service desk and desktop staff. Accountable to establish and maintain close relationships with various customers and vendors. Responsible to perform Incident, Problem, Request and Change Management according to the ITIL processes as well as address problems beyond the scope of this role. Engaging and managing other service resources from facilities, division or corporate groups, or the corporate service desk in a professional manner to deliver exceptional customer experience.

    Key responsibilities:

    •  Must adhere to PPS Priority Matrix response and resolution timelines
    • Develop trends by monitoring and analyzing incoming calls, problems and support requests
    • Deal with escalations and manage team workload
    • Manage system and hardware rollouts following the PPS change control process
    • Responsible for monitoring, operating, managing, troubleshooting and restoring services
    • Take ownership and responsibility for queries, issues and problems assigned to the Regional IT team
    • Escalate issues and involve experts wherever required in order to resolve issues timeously
    • Works with other IT team members within the IT Group regarding new branch builds and upgrades
    • Operate within, enforces, and suggests modifications and additions to desktop/server and network standards and guidelines
    • Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
    • Maintain adequate knowledge of operating systems and application software used to provide a high level of support
    • Maintain and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
    • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where.  
    • To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
    • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical stakeholders.  
    • Continuously manage changing priorities and support the IT strategic objectives
    • Adherence to the relevant legislation, policies and procedures.
    • Participate and collaborate in important technological department projects
    • Interact with vendor support contacts to resolve technical problems
    • Recommend and implement upgrades on systems to ensure longevity.
    • Assess functional needs to determine system purchase specifications.
    • Identify and manage the resolution of hardware and network connectivity issues.
    • Assist and manage technical upgrading and maintaining of entire region
    • Support and managing resources in testing and deployment of new applications and systems.
    • Assist in developing long-term strategies and capacity planning for meeting future infrastructure and network needs
    • Write technical specifications for purchase of infrastructure and network related products.
    • Provide lifecycle management information to PPS management
    • Monthly reporting for Region to PPS IT Management
    • Create a healthy and enabling organisational culture and climate, so that all employees are able to perform to their full potential and overall business performance is maximized.
    • Accountable to ensure that the team is sufficiently resourced to meet demand, compliance and the required customer experience
    • Drive delivery of work through team collaboration
    • Create a high-performance culture and focus on the development of the team

    Formal Qualifications:

    • Grade 12 (Matric)
    • BCom / BTech / BSC advantage or relevant years’ experience
    • ITIL V3 Foundation
    • Comptia A+ Certification
    • Comptia N+ Certification
    • Service Desk Analyst Foundation
    • Microsoft MCSE certification

    Experience:

    • 3 - 5 years’ service desk experience
    • 3 -5 years experiences working in an IT management role.
    • 3+years’ experience in ITIL service management
    • 3+ years experience in operations management
    • 2+ years’ experience working knowledge of Microsoft Windows and MAC client operating systems
    • 3+ years industry experience will be an advantage

    Skills and Knowledge

    • Excellent technical knowledge of pcs and desktop hardware.
    • Working technical knowledge of current protocols, operating systems and standards.
    • Knowledge of software and hardware Troubleshooting
    • Working knowledge of SMS, AD, Exchange 2007/2010 and remote desktop tools
    • Proven knowledge of general business principles and practices, including financial and people management
    • Service Delivery and support management
    • Proven knowledge of Incident and change management
    • Proven knowledge in Process Management
    • Customer and Stakeholder Management
    • Ability to Project Manage IT Projects
    • Ability to exemplifies leadership characteristics in support of client’s corporate objectives
    • Ability to communicate effectively with levels of Senior Management across the PPS Group

    Computer Literacy

    • Proficient in the latest MS Office package, particularly Excel, Word and Power-point

    Interpersonal and Intrapersonal Skills

    • Customer orientated
    • Results Focus and Initiative
    • Change navigation and ability to steer team through challenges
    • Collaboration and Networking
    • Conflict management
    • Persuasive and influential
    • Professionalism

    Method of Application

    Interested and qualified? Go to PPS on www.linkedin.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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