Help Desk Supervisor - Johannesburg - Service Desk Analyst

Job Description

We are seeking a Help Desk Supervisor in Johannesburg to lead our service desk operations. The successful candidate will ensure exceptional support for our clients, managing a team of analysts while maintaining high service standards.

Responsibilities

• Supervise and support help desk analysts in delivering quality service.
• Monitor issue resolution times and customer feedback.
• Implement best practices to improve service desk efficiency.
• Train and support team members on new technologies.
• Engage with clients to understand their needs and concerns.
• Provide ongoing feedback and coaching to team members.
• Facilitate the integration of new support tools and software.
• Participate in customer service strategy meetings.
• Ensure team maintains up-to-date product knowledge.
• Evaluate and optimize ticketing workflows.

Requirements

Education

• Diploma in Computer Science or related field
• Bachelor’s degree in IT or Management is preferred

Experience

• 3+ years of experience in IT or customer service management

Technical Skills

• Help Desk Management Software
• Windows and Mac OS Support

Soft Skills

• Conflict Resolution
• Customer Focus

Certifications

• Customer Service Certification
• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Project Management Skills: Experience in managing small to medium IT projects.
• Knowledge of IT Security Best Practices: Understanding of cybersecurity principles and practices.

Benefits

• Health insurance including family cover
• Performance bonuses based on targets
• Flexible working hours
• Support for continuous professional development

Company Culture

• Customer-Centric: We are committed to delivering an exceptional customer experience.
• Diversity and Inclusion: We celebrate diversity and ensure all team members are valued.
• Sustainability Focused: Environmental sustainability is a priority in our operations.