• Minimum of 7 years experience in IT support, preferably at least 5 years in a helpdesk, service desk, user support team or call centre;
  • Minimum of 3 years experience in a position directly involving the management of personnel;
  • Knowledge and experience with ITIL Support processes and their interdependency;
  • Knowledge and experience with internal Helpdesk/service desk procedures and their documentation;
  • Experience with managing the incident management process..