Bytes System Integration
Johannesburg North, South Africa
4d ago

Job Description : Job Function :

Job Function :

To develop training material from documentation including but not limited to policy and procedure, induction, soft skills and toolset manuals.

To deliver training to staff at the Service Desk.

Job Requirements : Responsibilities :

Responsibilities :

Execute formal training to Service Desk staff including toolsets, internal and external policy and procedure, soft skills training.

Develop and manage training schedules, curriculum and assessment.

Deliver classroom-based training.

Work with Service Desk Supervisors / Team Leads and User Experience Supervisor to develop and maintain training materials and SoPs

Conduct Bi-Annual Assessments of all service desk staff

Identify Training Gaps and work with Teams Leads and Supervisors to develop a schedule

Take the lead on training for any new application or system that is rolled out

Participate in evaluating performance through a variety of assessment tools and facilitate on- going feedback methods.

Actively Participate in the monitoring and quality feedback

Provide reports on the success of training and trends and maintain effective and efficient record keeping.

Administration and co-ordination of staff examination records.

Manage new hire readiness till go live

Manage and adjudicate recruitment assessments

Ensure training environments are function before conducting any training

Feedback on results of any assessments that are conducted

Involvement in projects and improvement initiatives

Attending briefings and presentations on new products, campaigns and launches and communicating back to staff.

Perform any other work-related tasks as required


Adhering to company processes and procedures.

Maintain a professional image at all times.

Work effectively as part of a team and seek to support the team’s goals.

Continuous broadening own technical, functional, and industry skill base.

Building good relationships with customers.

Perform related administration duties

Education Required :

  • N. Diploma or B.Tech in Information Technology / Computer Science / Engineering degree preferred, or proven experience.
  • Microsoft Certifications
  • ITIL V3
  • Professional Training Qualification
  • Experience Required :

    Service Desk Management Experience Advantageous

    Service Desk Environment or Call centre Experience >

    2 years Essential

    Working Experience 2-3 Years Essential

    Microsoft Windows 5 - 8 Years Essential

    Supervisory Experience 3-5 years advantageous

    4 years Essential

    Proven track Record of training

    Essential Competencies :

    Job Related Knowledge Required Essential / Desirable

    Service quality orientated Essential

    Process and procedure driven Essential

    Job Related Experience Required Essential

    Microsoft Office Essential

    Excellent telephone manner Essential

    Ability to follow instructions Essential

    Team player Essential

    Job Related Skills Required Rating

    Troubleshooting skills Essential

    Technical skills in Active directory user administration, and Microsoft Office packages Essential

    Analytical skills root cause analysis Essential

    Computer literacy skills Essential

    Time management skills Essential

    Effective stress management skills Essential

    Communication skills (oral and written) Essential


    Building Customer Loyalty

    Building strategic working relationships

    Continuous Learning

    Contributing to team success

    Job Fit

    Technical / Professional knowledge and Skills

    Team Management

    Advantageous Competencies :

    Btech : Information Technology, National Diploma in any IT related area

    Additional Requirements :

    Please note that the appointment will be made from the designated group, in line with the Employment Equity Act, as well as the Company’s Employment Equity Plan.

    Additional Comments : The candidate must be able to work against deadlines and communicate effectively. We are looking for a self-

    starter who is passionate about development and coding. Someone who loves investigating and learning new methods and technologies for getting the job done

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