Technical Support Desk Lead at Yoyo

Job Description

• Lead and manage a team of Technical Support Agents.

• Communicate proactively and appropriately with both internal and external stakeholders.

• Monitor and manage support team capacity.

• Manage and address personal ticket queue.

• Ensure that tickets logged are correctly categorised, at the appropriate level to allow detailed data analysis that will be used to identify possible problems.

• Ensure that assigned tickets are attended to and resolved within contracted SLA's and meet the standard set for quality of service.

• Ensure internal and external ticket communication is performed in a professional and timely manner.

• Escalate incidents/issues timely and accurately.

• Ensure that analysis for manual reporting is accurate and done timely.

• Answer telephone calls and log tickets related to calls to the Service desk.     

• Support Knowledge sharing / documentation creation within the department.

• Actively engage in knowledge sharing with yoyo DevOps/Product departments.

• Managing and monitoring SD agents ticket queue to ensure assigned calls are attended to and resolved within contracted SLA's.

• Upskilling and scheduling check ins with team

• Client meetings and updates (feedback on resolution of issues/tickets)          

• Upskill and finetune SD team SQL Scripting development for reporting 

Knowledge, Skills & Aptitudes

• Strong leadership, coaching and mentoring abilities

• Excellent understanding of IT systems

• Knowledge of Zendesk or similar ticketing systems

• Strong proficiency in Excel

• Ability to manage competing timelines and priorities

• Excellent writing skills

• Hard work and self-motivated

• Strong problem-solving skills and attention to detail

• Able to work in a fast paced and challenging environment

• Ability to use SQL is an asset, although not essential

Qualifications

A relevant tertiary qualification. 

Additional Information

Company Values:

• Be passionate: Spiral up, be positive, bring momentum, and energy to those around you.

• Be an owner: Be accountable and take responsibility. Find solutions, learn from your mistakes and own tasks to completion.

• Be world class at speed: Delivering world leading solutions at speed

• Be curious and creative: Constantly innovating, exploring, learning, stretching yourself, pushing the boundaries and thinking out of the box.

• Be a team player: Leave ego at the door, be teachable, engaged, inclusive, and transparent. Bring the best of yourself and the best out of others, rallying behind a larger team mission.