This position has been filled
Support Desk Lead
Job Description
To lead the Support Team to resolve support issues relating to REDi Supported Products and Projects.
KEY SUPPORT LEAD DUTIES:
• To lead the Support Team to resolve support issues relating to REDi Supported Products and Projects
• Support Reporting
• Support Schedule Rostering
• Support Issue Monitoring and Assistance
• Client Monthly Management Hours Reporting and Monitoring
• First Level Support Escalation Path
• Support Resource Management – Hiring, Interviewing and Training
• Setting up and Updating Support Desk Process Documentation
• Support Team Mentoring
KEY SUPPORT AGENT DUTIES:
• To log all incoming support issues on the support issue logging system.
• To professionally and efficiently resolve all issues logged on the system.
• To escalate appropriate issues to the relevant Account manager when required.
• To work with the Production team in delivering and testing projects and new functionality.
• To be part of the project implementation team when required.
• To play an active role in the Agile product development process by attending morning scrum meetings
and resolving testing issues timeously.
• To comply with all appropriate processes and policies as signed off, plus any and all other company
procedures which apply to all REDi employees.
Skills and Experience
SKILLED IN ONE OR MORE OF THE FOLLOWING:
• Microsoft Product Suite
• Google Product Suite
• Jira Software
• Jira Service Desk
EXPERIENCE:
• Previous experience leading an IT support team essential.
Type
Full-time
Experience Level
Mid / Senior
Remuneration
commensurate with experience
This position has been filled.
Please browse other available positions or contact us if you think you have skills you could bring to the table.