General informations

With the group’s expertise of more than 50 years of experience and a continuous presence on the African continent, Africa Global Logistics South Africa provides end-to-end solutions with in-depth knowledge of the legal and cultural diversities specific to each country. Our powerful integrated global network and sustainable solutions enable innovative and flexible designs in their execution.

AGL South Africa is your gateway throughout Africa, facilitating freight forwarding, customs clearance, warehousing and distribution activities for many multinational companies.

Job description

Mission Description

Job Purpose:
IT Team leader - within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL) - main functions are supporting the IT infrastructure in the RUN team as a leader/coordinator of technicians (IT Officers). Coordinate and delegate the responsibilities of the IT Support Team. Oversee the day-to-day functions of the RUN team.

Profile

Job Function:
• Service Desk: IT coordination of IT officers and support for users
• Continuity of service for Operations (hardware and software infrastructure) on the day-to-day:
o Network / Telecommunications: Cabling, Switches, Optimizers, Routers, Firewall, Proxy, SSL VPN gateways, WAN, WiFi, Video-Conferencing systems and others equipment UPS, IoT…
o Systems: Servers (Windows/Linux or iSeries), Data backup means, Business Applications, Communication and collaborative tools…
o End users: PCs, Thin Client, Smartphones/Tablets, Printers, Satellite phones, Scanner guns, Headsets
• Lead in the development of good customer service practices.
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
• Supervise the day-to-day activities of the RUN team and operational environment.
• Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team.
• Undertake daily and weekly review of the First Line Service Desk call queues.
• Discover, diagnose, and triage users' problems effectively and efficiently.
• Ensure that problems and solutions are properly recorded and documented.
• Provide self-help, user guides, and training to reduce support requests.
• Travel to AGL sites may occasionally be necessary for various IT projects, implementation, or training.
• Ensure an ITIL MIS support process (single point of contact for Service desk, ITSM ticketing, troubleshooting, logs analysis, reporting, for users in the scope of work)
• Must be the custodian of the AGL group norms and policies: Use only Business Applications/MIS services compliant with AGL IT catalogue
• Undertake any other duties of a similar level and responsibility as may be required from time to time.


Deliverables:
• IT Service Desk:
o Weekly meeting with their reporting line.
o Daily meeting with their team.

Minimum Education and Experience Requirements:
Key Skills:
• Communication skills
• Meeting skills
• Customer care
• Conceptual
• Supervisory
• Technical
• Analytical
Personal Attributes:
• Agile / Open-minded
• Serious
• Team Player
• To lead a team
• Interpersonal Skills
• Integrity / Loyalty
• Flexible
• Innovative
• Decision-making
• Strong troubleshooting skills
• Problem-solving aptitude
Qualifications:
• Relevant IT certification/Diploma/Degree
• A+, N+ and ITIL foundation certified
• ITIL Service and operations management certified Advantage
Experience
• 7 years plus experience of working in a Service desk or Operation Team leader role
• MS Azure, PrintiX, Intune, SharePoint, PDQ (Advantage)