Helpdesk Team Lead

Rewardsco (Pty) Ltd
Durban, KwaZulu-Natal


Posted 17 June 2021

Job Details

Job Description

The Helpdesk Lead is responsible for providing professional and efficient helpdesk support. A strong customer service mindset is the key to succeeding in this role. This hands-on team lead will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies.This person will play a key role in the continued development of the IT Helpdesk team, ensuring documentation and root cause analysis is updated. Helpdesk lead will also be responsible for efficiency improvement as well as self-service support implementation.

Key Accountabilities :

  • Responding to client support queries and providing support over the phone, or via remote access.
  • Completing and distributing daily service uptime reports
  • Ensuring wiki, FAQ’s and support guides are updated with root cause analysis and resolution
  • Ensuring process within help desk team are followed and updated where necessary
  • Following up with clients and ensuring tickets are resolved within documented SLA’s.
  • Identification and implementation of self-service tools to support end users
  • Participation with maintaining inventory of hardware, software and support assets.

Specific Skills Required:

  • Knowledge of computer software systems, office applications, operating systems, help desk software and remote-access systems.
  • Ability to pay attention to time management, as well as possessing analytical skills
  • Excellent communication skills – both written and verbal
  • An ability to balance and plan the short-term actions of the team.

Technical Knowledge:

  • 5 years experience in a support of administrative role, with hands-on experience in resource planning, scheduling and reporting functions.
  • Working understanding of SQL and ability to run prescribed scripts preferred.
  • Strong reporting skills with the ability to create and distribute detailed system availability reports for senior management

If you meet the above requirements please forward your CV to If you don’t receive feedback within 2 weeks please consider your application to be unsuccessful.

T’s and C’s apply.