MANAGER SERVICE SUPPORT

POSITION NUMBER : 60066141

JOB GRADING : L5/6
REPORTS TO : HEAD OF BUSINESS SERVICE MANAGEMENT
BUSINESS UNIT : IT
LOCATION : HEAD OFFFICE: PRETORIA
POSITION STATUS : PERMANENT

Purpose of the Job
The person in this position will be responsible for managing IT helpdesk and the IT Desktop Support teams.

Job Responsibilities
 To ensure efficient and timeous support to the bank users and branches.
 Lead and develop the support team
 Provide reports as required by business
 Manage weekly work schedules for 24x7x365 coverage as well as an on-call list in the event personnel need additional support

Desktop Support:
 Oversee the daily management of the desktops
 Manage user and business escalations
 Assist in project roll outs
 Manage resource allocation
 Directing the activities of IT technicians, both to directly support end users and to assist with IT department upgrades and directives
 Manage all end user equipment and peripherals

Helpdesk:
 Oversee the daily management of the service desk
 Ensure the effective alignment in the implementation of project initiatives.
 Ensures the Service Desk System compliance in the division
 Administer user support, customer service and satisfaction as well as being present and visible in the Service Desk and available to helpdesk agents requiring technical assistance.
 Manage escalated issues
 Learn fundamental operations of commonly used software, hardware, and other equipment
 Follow standard Service Desk operating procedures; accurately ensure that the team log all Service Desk contacts using the Service Desk System.
 Maintain reasonable discipline and good behaviour in the Service Desk
 Maintain formal procedures for consistency and increased productivity in the Service Desk
 Support the implementation of methodologies to improve first call resolution, monitor customer perceptions, and build strong internal relationships

All the above roles interface with: Business, Service Providers, Users, Change Management, Problem Management, Incident Management,
Release management, IT Production Services, IT Applications support, Project teams

Qualifications and Experience
 A Bachelor’s degree / National Diploma or equivalent in IT (NQF6/7)
 ITIL v3 Foundation
 Minimum 5 years’ IT experience
 Desktop support experience
 Service Desk Experience

Knowledge and understanding of:
 Demonstrated knowledge, experience and expertise in the following:
o Desktop support
o Incident Management
o Customer Service
 Troubleshooting Technical knowledge with experience on helpdesk
Skills Interpersonal, Analytical, Written and verbal Communication, Time management, Problem-solving
Attributes
Professional, Detail-oriented, Self-motivated, Positive attitude, Enthusiastic, Collaboration, Flexibility, Work under stress, Resourceful, Persistence,
Teamwork

How to Apply
If you wish to apply and meet the requirements, please forward your Curriculum Vitae (CV) to recruitmentSN@postbank.co.za Please indicate in the
subject line the position you are applying for. To view the full position specification, log on to www.postbank.co.za and click on Careers.

Closing Date
04 April 2023

Disclaimers
The South African Postbank SOC Limited is committed to the achievement and maintenance of diversity and equity in employment, especially with
regard to race, gender and disability. In compliance with the banks employment equity plans, first preference will be given to candidates from
designated groups. Correspondence will be limited to short listed candidates only.
If you do not hear from the South African Postbank SOC Limited or its Agent within 3 months of this advertisement, please accept that your application
has been unsuccessful. The South African Postbank SOC Limited reserves the right not to fill the positions or to re-advertise the positions at any time.
POPIA provides that everyone has the right to privacy and it includes a right to protection against the unlawful collection, retention, dissemination and
use of personal information. By applying for employment you consent to the processing of your personal information with Postbank. Your personal
information and any attached text or documentation are retained by Postbank for a period in accordance with relevant data legislation.