Help Desk Lead

Job Description

We are seeking a Help Desk Lead to oversee our support team in Johannesburg. The ideal candidate will have a strong background in IT support, customer service, and team management. You will be responsible for ensuring timely resolution of support tickets and maintaining a high level of customer satisfaction.

Responsibilities

• Oversee day-to-day operations of the help desk, ensuring all support requests are addressed promptly.
• Analyze trends in support tickets to proactively address recurring issues.
• Maintain high customer service standards and ensure team compliance with service-level agreements.
• Assist in hiring and onboarding of new help desk staff as required.
• Implement continuous improvement strategies based on customer feedback.
• Manage software and hardware inventory for the support team.
• Coordinate with other IT teams to implement system updates and upgrades.

Requirements

Education

• Bachelor's degree in Computer Science or IT related field
• Relevant IT certifications are a plus

Experience

• 5+ years of experience in a help desk or technical support role

Technical Skills

• Linux OS
• Networking

Soft Skills

• Problem-solving
• Customer Service

Certifications

• Cisco Certified Network Associate (CCNA)
• ITIL Foundation Certification

Languages

• English: Fluent

Advantageous

• Experience leading IT projects: Ability to plan and execute IT projects effectively.
• Understanding of cybersecurity best practices: Knowledge of security measures to safeguard data.

Benefits

• Comprehensive health insurance
• Performance bonuses
• Work from home options available
• Career advancement opportunities

Company Culture

• Flexible Work Environment: We support a flexible work environment that promotes work-life balance.
• Inclusivity: A commitment to diversity and inclusivity is at our core.
• Community Engagement: We actively engage in community service and social responsibility initiatives.