Helpdesk Tier II Team Lead

Responsibilities

  • Management of Tier 2 team (includes capacity management and project assignments).
  • Maintain relationships with 3rd party service delivery partners/vendors.
  • Procurement and management of Store IT stock.
  • Escalation management from within the team and end users.
  • Project Management of IT store related projects.
  • Continually up skill own knowledge of support products and solutions.
  • Assisting Tier 2 operators to deliver excellent service to stores.
  • Training new operators / help up skill existing operators
  • Second line telephonic support to stores relating to hardware (POS/Back Office) and software problems (POS/Back Office) and ensuring all issues are resolved timeously for maximum trading uptime.
  • Manage calls to ensure they remain within the SLA of the company.
  • Standby (after hours support) over a week period on a rotational basis.

Key Competencies and Qualifications

  • Management skills (proven track-record of people management)
  • Strategic planning skills
  • Excellent verbal and written communication 
  • Ability to communicate at all levels
  • IT qualification (A+ /N+ / MCSE (MCITP) or a combination thereof or an IT diploma.
  • ITIL V.3 Foundations
  • A minimum of 3 years hardware / software support to end-users.
  • Strong working knowledge of MS Word, MS Excel, MS Windows and call logging systems is essential.
  • Excellent working knowledge of computer hardware and operating systems.
  • Excellent working knowledge of networking (TCP/IP protocols essential).
  • Ability to troubleshoot hardware components/software via the phone.
  • Display initiative in ensuring timeouts problem solving in line SLA. 
  • Excellent organisational skills and prioritisation. 
  • Ability to work within a team.
  • Retail environment experience advantageous.

Apply for this position

Please spend some time writing your introduction and ensure that you have a CV to attach with your application. If you have a LinkedIn public profile please add it to your introduction as-well. Giving us detailed information about your career qualifications will increase your chances of being contacted by us significantly.

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