To lead a customer focused team in providing user support services while managing SLAs to ensure the achievement of strategic and operational business objectives. Responsible for the management of the Helpdesk and IT Support departments. You will be required to ensure that the needs of customers are being satisfied. Providing excellent customer service and to promote this idea throughout the organisation. Motivate and coach the team to project a positive, client-focused image whilst resolving incidents in a timely and efficient manner.

Responsibilities:
Managing the efficient functioning of the Helpdesk and IT Support departments
Providing help and advice to customers using companies products or services
Attending to all calls, inbound and outbound, from internal and external customers within SLA
Analysing statistics or other data to determine the level of customer service the company is providing and opportunities to improve customer service
Writing reports analysing the customer services the company provides
Coaching and training staff to deliver a high standard of customer service
Developing customer service procedures, policies and standards for your organisation or department
System support and maintenance
Performance management

Minimum Requirements:
Matric/Grade 12 essential
Certificate/Diploma in Customer Service, Management & Leadership
Desire and aptitude to learn Information Technology support functions and processes, and train others as required
2-3 year’s management experience of a group of minimum 5-10 team members
Fully bilingual (English and Afrikaans)
World Class Customer Service, communication skills and a passion for providing exceptional Customer Support

Location: Bellville, Cape Town
Remuneration: R17,000 (plus benefits after successful completion of the probation period)

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