ICT Support Lead (CPT/JHB Onsite)

ENVIRONMENT:

A dynamic provider of innovative Software & Systems Solutions is looking for an ICT Support Lead who will be responsible for leading and coordinating a team of ICT Support Technicians in their daily support-activities. You will actively contribute to support-activities like installing, maintaining and developing of the company ICT Infrastructure as well as engaging with suppliers/clients across all regions. Applicants will require an A+ Certification with 1-3 years relevant work experience & must have good troubleshooting skills. You will also need a valid Driver’s License and South African ID.

DUTIES:

Team leadership, policies and procedures (20%) –

• Lead, mentor, and motivate a team of ICT Support Technicians.
• Participate in upskilling Technicians by contributing to training and refresher interventions.
• Monitor interaction-records and ensure these are converted into incidents with minimal delay.
• Lead daily reviews of the teams pending list and flag tickets/incidents and ensure resolution.
• Closely monitor SLAs statuses/statistics daily; intervene immediately where SLA is impacted negatively. Moreover, investigate reasons for any breaches and collaborate with the client where reasons are valid.
• Monitor, coordinate and pre-approve team-member leave requests, with the final approval from the ICT Manager.
• Implement, maintain, manage the cascading of and adhere to all relevant policies & procedures to team members.
• Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
• You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.

Technical Support and Customer Service (20%) –

• Ensure timely and efficient resolution of service requests and incidents.
• Ensure an elevated level of customer satisfaction by delivering excellent service.
• Proactively encourage a customer service focus in the department.
• Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
• Regularly update all customers with progress-information and estimated times to completion on all escalations.
• Manage customer perceptions.
• Professionally respond to and assist with all customer queries.
• Handle customer complaints and escalations with professionalism and empathy.
• Develop and implement customer service standards and best practices.
• Monitor ServiceNow Interaction- and Incident-lists and prioritize work to meet service level targets.
• Actively contribute to the resolution of desktop IT support queries, hardware and software maintenance, including MS Windows, Office 365, printers and networking.
• Actively contribute to desktop telephony support: VoIP hand
  
  https://www.jobplacements.com/Jobs/I/ICT-Support-Lead-CPTJHB-Onsite-1239670-Job-Search-11-15-2025-02-00-16-AM.asp?sid=gumtree