Helpdesk Manager

Helpdesk Manager - PretoriaFull job descriptionThis position is responsible for ensuring an outstanding level of customer service by providing direct IT support to staff and partners in the firm and by managing the Help Desk and managing the technical support staff. Responsible for leading the Helpdesk in engaging in proactive planning and support and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the firm. Duties and ResponsibilitiesManage the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as neededGather and analyze metrics to benchmark the Helpdesk workload/performance and identify trends in call center issuesWork within the firm community to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfactionTrain Helpdesk staff on operational procedures and troubleshooting techniquesProvide training on new hardware and/or software applicationsHelpdesk Support for up to 700 users. Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. Assist all staff, both in person and via the phone.Analyze and identify trends in issue reporting and devising preventative solutionsOffer suggestions for process improvements and develop the new proceduresVirus/ Spyware Removal/DetectionHardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/TroubleshootingTroubleshoot, setup and repair mobile technologiesDocument and maintain a knowledge base of all general support issues and processes and proceduresEnsure shared learning within the Helpdesk teamManage and control firm assets Skills and knowledgeExcellent written and verbal communication skills. Experience in dealing with difficult interpersonal situations regarding support issuesAnalytical thought processMust have the ability to escalate all problems to the Infrastructure Manager or higher if a solution cannot be foundAbility to use, teach & troubleshoot Microsoft 7 operating systems, Microsoft Office applications (Excel, Outlook, PowerPoint, Visio and Word) and Microsoft PublisherQualification/sMatric/Grade 12Project Management and Management qualifications preferredMinimum 5 years progressive experience installing and supporting all of the following: Windows 7, Active Directory, Microsoft Office, PC deployment, Antivirus management, Remote User Networking, VPN, TCP/IP troubleshooting, staff management and budget assignmentExperience and training in ITIL, MCSE, A+, N+