{"id":16716,"date":"2014-02-11T04:52:09","date_gmt":"2014-02-11T02:52:09","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=16716"},"modified":"2014-02-11T04:52:10","modified_gmt":"2014-02-11T02:52:10","slug":"team-leader-it-service-desk","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/team-leader-it-service-desk.html","title":{"rendered":"Team Leader: IT Service Desk (3 Vacancies)"},"content":{"rendered":"<p><strong>Purpose of the job<\/strong><br \/>\nAllocate resources according to required skill sets to comply with service requirements (as per<br \/>\ncustomer SLAs) and ensure that reported queries are responded to within the prescribed time<br \/>\nlimits.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Key Responsibility Areas<\/strong><br \/>\nRecommendations and improvements of procedures, processes and workflows. Ensure adherence<br \/>\nof SLA. Manage Service Levels &#8211; IT Service Centres. Post call survey (group performance); Conduct<br \/>\nregular team meetings.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Qualifications and Experience<\/strong><\/p>\n<p>Minimum requirement: Matric; 1 &#8211; 2 years National Higher Certificate in A+, Call Centre \/ Help<br \/>\nDesk qualifications and\/or equivalent. Experience: 4-5 years IT Service Centre Agent and<br \/>\nCustomer Service Experience.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Technical Competencies Description<\/strong><\/p>\n<p>Knowledge of: Incident logging application (ARS\/ITSM7); Quality assurance processes and\u00a0standards; Full cycle of logging, classifying, and routing calls according to SLAs; Operational\u00a0business rules and processes. Skills: Oversight of team, planning, organising and control;\u00a0People management, development and empowerment; Communication; Computer Literacy;\u00a0Problem Solving and decision making skills; Interpersonal Skills; Numerical Skills; Self\u00a0management; Client orientation and Customer Service; Conflict Management; Analyse statistical\u00a0reports.<\/p>\n<p>&nbsp;<\/p>\n<p>REFERENCE NR : OPS02\/TL-ITSD\/FTC\/2014<br \/>\nJOB TITLE : Team Leader: IT Service Desk X3<br \/>\nJOB LEVEL : C3<br \/>\nSALARY : Hourly Rate Negotiable<br \/>\nREPORTS TO : Supervisor: IT Service Desk<br \/>\nDIVISION : Operation Centre<br \/>\nDEPT : Customer Services Management<br \/>\nLOCATION : Centurion<br \/>\nPOSITION STATUS : Fixed Term Contract 36 Months (Internal\/External)<\/p>\n<p>&nbsp;<\/p>\n<p><strong>How to apply<\/strong><\/p>\n<p>Kindly forward your CVs to: Ftcrecruitment2013@sita.co.za.<br \/>\nExternal Closing Date: 14 February 2014<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Purpose of the job Allocate resources according to required skill sets to comply with service requirements (as per customer SLAs) and ensure that reported queries are responded to within the&#8230;..<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[16],"tags":[1946],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Team Leader: IT Service Desk (3 Vacancies) - Jobs in South Africa 2024<\/title>\n<meta name=\"description\" content=\"Purpose of the job Allocate resources according to required skill sets to comply with service requirements (as per customer SLAs) and ensure that reported\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/joblistsouthafrica.com\/team-leader-it-service-desk.html\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jobs sa\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/joblistsouthafrica.com\/team-leader-it-service-desk.html\",\"url\":\"https:\/\/joblistsouthafrica.com\/team-leader-it-service-desk.html\",\"name\":\"Team Leader: IT Service Desk (3 Vacancies) - Jobs in South Africa 2024\",\"isPartOf\":{\"@id\":\"https:\/\/joblistsouthafrica.com\/#website\"},\"datePublished\":\"2014-02-11T02:52:09+00:00\",\"dateModified\":\"2014-02-11T02:52:10+00:00\",\"author\":{\"@id\":\"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c\"},\"description\":\"Purpose of the job Allocate resources according to required skill sets to comply with service requirements (as per customer SLAs) and ensure that reported\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/joblistsouthafrica.com\/team-leader-it-service-desk.html\"]}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/joblistsouthafrica.com\/#website\",\"url\":\"https:\/\/joblistsouthafrica.com\/\",\"name\":\"Jobs in South Africa, Careers, Vacancies | Joblistsouthafrica.com\",\"description\":\"Careers, Vacancies and Jobs in South Africa\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/joblistsouthafrica.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c\",\"name\":\"Jobs sa\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g\",\"caption\":\"Jobs sa\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Team Leader: IT Service Desk (3 Vacancies) - Jobs in South Africa 2024","description":"Purpose of the job Allocate resources according to required skill sets to comply with service requirements (as per customer SLAs) and ensure that reported","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/joblistsouthafrica.com\/team-leader-it-service-desk.html","twitter_misc":{"Written by":"Jobs sa","Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/joblistsouthafrica.com\/team-leader-it-service-desk.html","url":"https:\/\/joblistsouthafrica.com\/team-leader-it-service-desk.html","name":"Team Leader: IT Service Desk (3 Vacancies) - Jobs in South Africa 2024","isPartOf":{"@id":"https:\/\/joblistsouthafrica.com\/#website"},"datePublished":"2014-02-11T02:52:09+00:00","dateModified":"2014-02-11T02:52:10+00:00","author":{"@id":"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c"},"description":"Purpose of the job Allocate resources according to required skill sets to comply with service requirements (as per customer SLAs) and ensure that reported","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/joblistsouthafrica.com\/team-leader-it-service-desk.html"]}]},{"@type":"WebSite","@id":"https:\/\/joblistsouthafrica.com\/#website","url":"https:\/\/joblistsouthafrica.com\/","name":"Jobs in South Africa, Careers, Vacancies | Joblistsouthafrica.com","description":"Careers, Vacancies and Jobs in South Africa","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/joblistsouthafrica.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c","name":"Jobs sa","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g","caption":"Jobs sa"}}]}},"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2C6n7-4lC","_links":{"self":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/posts\/16716"}],"collection":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/comments?post=16716"}],"version-history":[{"count":0,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/posts\/16716\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/media?parent=16716"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/categories?post=16716"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/tags?post=16716"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}