IT Service Desk Lead – Apply Now! | KPMG

Full-time

KPMG South Africa

KPMG is looking for an experienced IT Service Desk Lead to join their Infrastructure IT Services team in Johannesburg. This key role involves overseeing day-to-day operations, providing advanced technical support, managing a team, and driving continuous improvements to the IT support processes.

As the IT Service Desk Lead, you will be instrumental in managing complex technical issues, ensuring timely incident resolution, and developing procedures to enhance service delivery. The role requires hands-on leadership, a strong technical foundation, and excellent communication skills. If you’re passionate about IT service management and team leadership, we want to hear from you!

Key Responsibilities:

🔧 Technical Support:

  • Provide hands-on technical support for a wide range of applications and hardware technologies.
  • Resolve complex technical issues and troubleshoot bespoke applications.
  • Maintain detailed knowledge base articles and troubleshooting guides.
  • Oversee services for Printers, Video Conferencing, and IT equipment compliance.

🛠️ Incident Management:

  • Prioritize and manage incoming service desk tickets to ensure timely resolution of issues.
  • Oversee incident management and coordinate with other IT support teams to resolve high-priority issues.
  • Proactively identify recurring issues and develop strategies to prevent them.

📊 Reporting & Analytics:

  • Track and analyze incident trends to foresee potential problems.
  • Prepare daily, weekly, and monthly reports on service desk performance, including status and graphical data.
  • Manage readiness of IT equipment for onboarding and offboarding of staff.

💼 Team Leadership:

  • Lead and manage a high-performing team, providing coaching, mentoring, and performance reviews.
  • Ensure adherence to SLAs and that all tickets are logged accurately in ServiceNow.
  • Foster a collaborative and professional environment with regular team meetings, knowledge sharing, and training sessions.
  • Handle escalations and ensure all customer satisfaction surveys are reviewed and acted upon.

Skills & Attributes Required:

🔧 Technical Skills:

  • Excellent knowledge of current MS Office products, particularly Excel.
  • Strong understanding of ITIL practices, including incident management and service delivery.
  • Ability to analyze and resolve complex technical issues.

🗣️ Communication & Leadership:

  • Strong interpersonal and communication skills with the ability to manage and motivate a team.
  • Excellent client-focused approach, maintaining professionalism even in challenging situations.
  • Ability to build effective relationships with both technical and non-technical staff.

📈 Organizational & Analytical:

  • Ability to manage multiple tasks and prioritize effectively.
  • High attention to detail with a focus on continuous improvement in service delivery.
  • Ability to lead projects and contribute to service improvement initiatives.

Minimum Requirements:

📜 Qualifications:

  • Matric (essential).
  • Degree in Information Technology (strongly recommended).
  • ITIL Certification (essential).

💼 Experience:

  • At least 5 years of experience in an IT Service Desk environment.
  • At least 2 years of experience in managing an IT support team.

Why Join KPMG?

🌍 Innovative Environment:
Be part of a global organization that embraces innovation and continuously works on improving its IT services.

🎓 Career Development:
Take advantage of KPMG’s training and development programs to enhance your skills and career trajectory.

🤝 Collaborative Culture:
Work in a collaborative, diverse, and inclusive environment, where your contributions will be recognized and valued.

💼 Competitive Benefits:
Enjoy a competitive salary and benefits package, with ample opportunity for growth and advancement within the organization.

How to Apply:

  • Visit KPMG Careers Page and submit your application now!
  • Ensure your CV highlights ITIL certification, service desk management experience, and technical support expertise.

Find similar jobs at:
https://careerjunctionza.co.za/jobs/

TIPS for CV Related to This Post:

  1. Highlight ITIL Certification:
    Make sure your ITIL certification is clearly visible on your CV. It’s an essential qualification for this role.

  2. Showcase Leadership Experience:
    Emphasize your experience in managing an IT team, particularly your ability to lead, mentor, and improve team performance.

  3. Technical Expertise:
    Detail your knowledge of IT infrastructure, incident management, and MS Office products, especially Advanced Excel skills.

  4. Demonstrate Problem-Solving:
    Include examples of how you have resolved complex technical issues and implemented process improvements in previous roles.

  5. Prove Your Client-Facing Experience:
    Showcase your ability to interact with clients and resolve issues effectively while maintaining professionalism and customer satisfaction.