Salary
Negotiable
Field Service Supervisors (CPT and JHB)
Reporting Line
Operations Manager
Main Job Purpose
Are you an experienced IT professional ready to take the next step in your career? Diopoint is looking for 4 dynamic Field Service Supervisors to join our growing team.
Minimum Desired Qualifications
- Grade 12
- A+ or MCSE or MCITP
- ITIL V3 Foundation Certificate
- Tertiary qualification (Advanced Certificate, Diploma, or Degree)
Minimum Desired Experience
- Minimum of 2 years’ experience in IT
Minimum Desired Competencies
- Ensure staffing and skill levels are maintained across shifts through effective scheduling.
- Conduct briefings with Field Service Agents and Service Desk teams on any changes or deployments impacting workload.
- Provide first and second line support when required and assist analysts with complex issues.
- Review and action all tickets assigned to your cluster to ensure timely resolution.
- Undertake HR-related activities as needed.
- Act as an escalation point for difficult or sensitive support calls.
- Produce performance statistics and management reports.
- Represent the Managed Field Service Agents Services team in meetings.
- Arrange staff training and awareness sessions.
- Liaise with senior management and change management teams.
Responsibilities and Accountability
RESPONSIBILITIES AND ACCOUNTABILITY
Responsible for managing field service agents who are responsible for:
- Using the Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Evaluates all requests and provides first level support on requests that come in from internal and external stakeholders.
- Accountable for understanding all client service level agreements and all services we provide.
- Accountable for Managing and recording all work though the Ticketing System
- Incident management: Accountable for accurately Managing Tickets for incidents end-to-end
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- Accurate Logging of all incidents
- Assigning Incidents
- SLA and Incident management
- Updating incidents
- Accurate Feed Back to Stakeholders/Clients
- Escalating Incidents
- Closing Incidents
- Reporting on all incidents weekly/monthly.
- Accountable for all System Monitoring
- Responsible for Customer Database Management
- Accountable for Managing and updating Customer Details on the System
- Ensuring that all Client Documentation is well maintained