Responsibilities : • Implementing and managing change • Developing, implementing, and reviewing core responsibilities and tasks • Improving performance by raising efficiency and improving available tools to enable this.

• Analysing performance statistics and making decisions on the basis of these statistics • Liaising with supervisors, team-leaders, agents and third parties to gather information and resolve issues.

• Validating & correcting system-records • Recording statistics and performance levels and preparing reports • Coaching, motivating and retaining staff and coordinating reward and incentive schemes.

• Planning and developing staff recruitment and liaising with HR Key Skills: Effective People Management, Leadership Skills, Effective Communication (written and verbal), Analytical ability and Attention to detail, Effective Planning and Time Management Skills, Adaptable/Flexible, Qualifications: Matric 3-5 years proven management experience in an IT Service Desk environment.

Proficiency in MS Office applications Ability to work well with people and express empathy.

Applying conflict-management skills.

Prioritizing the work of others.

Basic Understanding of Industrial Relations ITIL Foundation V3/V4