Security Help Desk Team Leader
Cloudseed
Sandton
Some of the duties that I was responsible for, includes the following; • Troubleshooting, logging and escalation of security and hardware related incidents• Allocation of duties to agents • Establish remote access to Alarms and Servers• Confirmation of hardware replacement and functionality• Assist customers in use of end user applications and hardware as provided by Cloudseed.• Monitor and respond effectively to requests received through Inbound Channels (Email, SMS and SNOW)• Resolve Security Incidents and No Internet incidents• Monitor incidents assigned to Security Unassigned Pool, allocate and process • Provide technical assistance and support for incoming queries and issues with regard to computer lab coordinators • Compile weekly and monthly reports• Drive the Security Desk Team and instill customer service values• Act as a security technical escalation point for team members• Approve inter-team escalations and oversee incidents to completion• Promote processes that support Security Desk• Liaise with other departments / units for assistance in Security Support demands • Measure and report on service delivery performance including incident history• Draft and maintain operational documentation for the Security Desk• Call closure / Resolution based on the clients feedback• Monitoring the Service Level Agreement Management• Training of new agents, train agents on new products and procedures
