ICT Support Team Lead

MAIN PURPOSE OF JOB

To provide first line support via the MCME ICT service desk or onsite at business unit level to resolve ICT technical problems for users and assign ICT tasks to the team to ensure appropriate distribution of workload

KEY RESPONSIBILITY AREAS

Identify and classify requests through diagnostic techniques and pertinent questions (Cherwell)

Determine the best solution based on the issue and details provided by customers

Direct unresolved issues to the next level of support personnel

Maintain service records and their resolution in the IT Service Management tool

Lead complicated technical issue resolution and participate and contribute towards small projects

REQUIRED EDUCATION

Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution

Certification in ITIL v3 Foundations

REQUIRED EXPERIENCE

At least 3 years experience in an ICT support service environment

REQUIRED JOB SKILLS AND KNOWLEDGE

• First line hardware and software technical problem solving skills
• ITIL Service Management based skillset for Incident, Change, Problem and Request management
• Customer relationship management
• Verbal and written communication skills in English
• IT service management tool