Exciting Opportunity: Service Desk Lead in Pretoria
A leading company in the financial sector, HR Genie is seeking a highly skilled and experienced Service Desk Lead. This is a remarkable opportunity to join a dedicated team in Pretoria, Gauteng.
Key Responsibilities
- Oversee the daily operations of the service desk, ensuring efficient ticket resolution and customer satisfaction.
- Provide technical support, specializing in Office365, MS Teams, Windows OS, EntraID, and VPN.
- Lead, train, and mentor junior service desk staff, fostering a culture of continuous improvement.
- Manage escalation processes for complex IT issues, coordinating with various technical teams as needed.
- Ensure service level agreements (SLAs) are met and develop reporting metrics to track performance.
Requirements
- Experience: Minimum 5 years in a service desk or helpdesk environment with proven leadership skills.
- Technical Skills: Strong knowledge of Office365, MS Teams, Windows OS, EntraID, and VPN connectivity.
- Certifications: Relevant IT certifications (e.g., ITIL, CompTIA) preferred.
- Interpersonal Skills: Excellent communication and problem-solving abilities.
💰 Salary Insight
Estimated Salary: R30,000 – R45,000 per month.
(Note: Salary figures are based on market estimates and may vary depending on experience.)
🔮 3 Common Interview Questions for this Role
- “How do you prioritize and manage multiple IT issues from different users at the same time?”
- “Can you provide an example of a significant challenge you encountered in your previous service desk role and how you resolved it?”
- “How do you ensure that your team is adhering to service level agreements while maintaining high customer satisfaction?”
Tips on Crafting a CV for this Role
- Highlight Leadership Experience: Clearly demonstrate past management experience in a service desk environment.
- Showcase Technical Proficiency: List relevant tools and software you are proficient in, especially those mentioned in the job description.
- Quantify Your Achievements: Use metrics to showcase improvements made under your management, such as ticket resolution times or customer satisfaction scores.
Related Job Titles: IT Support Manager, Help Desk Supervisor, Technical Support Lead, IT Service Manager.
