Ensure monthly SLA’s and targets are achievedAsset ManagementAssisting with Executive SupportBoardroom Management (VC/ AC + Executive Support)Appointed the 2IC (2nd in charge) of the teamEnsuring calls are handled timeously and within SLAAssign / Manage / Prioritize calls logged by the IT Service DeskIdentify trends and issues through real-time and historical reportingSupporting Windows and MacOS platformsMobile Device Support Android and iOSAttend Project Meetings Conduct Team Meetings Team Co-ordinationHardware Disposals (Procurement and Sales)

Responsible for overseeing Voice Support Team (7 Contractors)Dealing with escalated queriesMonthly one on one feedback and coaching sessions with eachEngineer in the teamProvide support, coaching and training to the EngineersEnsure monthly SLA’s and targets are achievedReporting on monthly and individual stats for the EngineersResource planning, including recruitment of resourcesEnsure changes are communicated effectively to the teamPerformance manage underperforming staff (If necessary)Assisting and troubleshooting companywide issuesRelationship building with the various Back office teamsManage expectations of multiple business areas and ensure minimal downtime is experiencedEnsuring Executives receive the required level of support with minimal disruptionContinuously improve and drive performance and efficiency in the team.Continuous Service Improvement of processes and client servicing.Ensure the team comply with Company, Network and Security policies.Supporting Windows and MacOS platformsMobile Device Support Android and iOSParticipate in project planning for all projects where Communications and End User Computing is required.Ensuring the team meet and maintain quality standards. Focusing on pressing areas of concern that impact the end user.General knowledge and understanding of Microsoft, Cisco and Boardroom Managment (VC/AC + Executive Support)

Provide support to +/- 15000 employeesProcess requests and Incidents for clients relating to network and Voice and EUCTroubleshoot/ Diagnose Hardware faultsCapturing stats for the teamManage calls logged effectively ensuring they are resolvedwithin the specified SLAAssisting with Executive SupportEnsuring calls are handled timeously and within SLAManaging issues that may arise across the network liaise with variousBackoffice Teams on these issuesEnsure Franchise clients and IC Contractors (Independent Contractors)are supported timeously