- Published on
COMMISSION FOR CONCILIATION, MEDIATION AND ARBITRATION (CCMA) - HELPDESK MANAGER - NATIONAL OFFICE
COMMISSION FOR CONCILIATION, MEDIATION AND ARBITRATION (CCMA)
Helpdesk Manager - National Office (Post level: 07)
The National Office -ICT department has a vacancy for a Helpdesk Manager
Purpose: Ensure the satisfaction of our end-users and stakeholders, by continuously finding ways to measure and improve on it. The Helpdesk Manager will oversee the ICT support team and serve as the escalation point. The incumbent will work closely with Systems Engineers and other ICT personnel ensuring the end-user experience is excellent. The ideal candidate will also manage users’ expectations effectively, maintain effective communication channels between business and IT, and address IT incidents and requests timeously under defined SLA’s.
Key Performance Areas:
• ICT Helpdesk Management
• Asset Management
• Project Management
• Practice, policies and procedure Management
• People management
• Reporting
• Communication
Key Requirements:
• Degree/ Diploma or equivalent, preferably in the field of IT or IS management
• At least 5 – 8 years’ experience in Helpdesk Operations including managing a support team.
• ITIL Foundation is a requirement
• In depth understanding and experience of all ITIL practices
• Implement methodologies to improve first time resolution, manage customer perceptions, and build strong internal relationships.
• Analyze Help Desk performance through various statistical and reporting methods.
• Effectively manage all day-to-day Help Desk team activities and escalation
• Comprehensive experience in contract and vendor management
• In depth knowledge in Asset Life Cycle Management
• Experienced with managing projects from inception to completion
• Expertise in setting and managing customer expectations
• Strong knowledge and understanding of business needs with ability to establish and maintain a high level of customer trust and confidence
• Good time management skills;
• Good interpersonal skills;
• Excellent written and verbal communication skills;
Closing date: 08 October 2021
To respond in confidence, please send your detailed CV, certified copy of your qualifications, and a covering letter disclosing information that will assist the panel in considering your application to: recruitment@ccma.org.za
When responding to the advert please ensure that the position reference Ref: HMNO10-21 is quoted first on the subject line, as is. Failure to observe this protocol may result in your application being disqualified.
If we have not responded within a Month from the closing date, you should regard your application as unsuccessful. Correspondence will only be entered into with short-listed candidates. The CCMA reserves the right not to make an appointment. It is the intention of the CCMA to promote representivity in respect of race, gender and disability through the filling of the posts. Preference will be given to candidate from the designated groups.
People with disabilities are encouraged to apply.
• In depth knowledge in Asset Life Cycle Management
• Experienced with managing projects from inception to completion
• Expertise in setting and managing customer expectations
• Strong knowledge and understanding of business needs with ability to establish and maintain a high level of customer trust and confidence
• Good time management skills;
• Good interpersonal skills;
• Excellent written and verbal communication skills;
Closing date: 08 October 2021
To respond in confidence, please send your detailed CV, certified copy of your qualifications, and a covering letter disclosing information that will assist the panel in considering your application to: recruitment@ccma.org.za
When responding to the advert please ensure that the position reference Ref: HMNO10-21 is quoted first on the subject line, as is. Failure to observe this protocol may result in your application being disqualified.
If we have not responded within a Month from the closing date, you should regard your application as unsuccessful. Correspondence will only be entered into with short-listed candidates. The CCMA reserves the right not to make an appointment. It is the intention of the CCMA to promote representivity in respect of race, gender and disability through the filling of the posts. Preference will be given to candidate from the designated groups.
People with disabilities are encouraged to apply.