Pearson End User Services Lead: North in Midrand, South Africa

End User Services Lead: North


Pearson is a dynamic and growing education company, working in the areas of learning resources, assessment and training. We have one goal: to help people make progress in their lives through learning. We believe in excellence and high performance within a supportive, co-operative environment. We aim to be brave, imaginative, decent and accountable in everything we do.

Job Purpose

To provide a first class, efficient support service across Pearson, that supports a diverse, device agnostic strategy that is solutions and service focussed.Be responsible for site decisions and management of the Deskside administration team. To proactively seek ways of improving service by maximising the percentage of calls closed on first contact, speeding up the closure of calls in general and ideally reducing the volume of support calls received in the first place. When required to ensure a high standard of Audio Visual support to the business is provided.

Main Responsibilities

  • Knowledge and understanding of other businesses within the Pearson Group

  • Emphasis on people management through clear selection criteria, personal induction & development plans and team skill matrices to identify strengths and weaknesses.

  • Working with the Regional Desk Side Manager and peers on other sites develop and maintain strong relationship and identify trends and problem areas and produce plans to eliminate the identified problems.

  • Building and developing relationships with internal and external clients / suppliers.

  • Ensure our KPI targets are achieved.

  • To manage the on-site Desk Side team. Providing 2ndlevel IT support services to the Pearson Business.

  • Responsibility for delivering day-to-day operating efficiencies for supported areas of the Pearson Business.

  • Maintain close relationships with the Help Desk and working closely with the Help Desk team to help improve the effectiveness of this service.

  • Assist with the development of self-help support material and helping to foster the cultural change to an increasing use of self help

  • Maintain high personal / professional standards to establish a benchmark for the team.

  • Manage & develop direct reports via regular (weekly) meetings and 6 monthly appraisals to help long term staff retention and to meet annual KPI’s.

  • Manage assigned resource to meet Key Performance Indicators (KPI’s)

  • Maintain effective communication with Business Partners to understand and anticipate their needs and to manage their expectations. All with the objective of adding value and achieving high levels of customer satisfaction with the service provided.

  • Be involved in business continuity (BCP) planning and testing. Fully understand the Desktop requirements for the business continuity plan. Manage test scenarios for responsible areas and ensure that the plan and battle box equipment is kept up to date.

  • Maintain effective communication with other members of the department & IT staff elsewhere in the Pearson Group to establish and strengthen on-going collaboration.

  • Maintain effective communication with external suppliers / consultants to help seek opportunities and proactively provide solutions for our Business Partners.

  • Make recommendation on key decisions e.g. evaluation of hardware and software upgrades.

  • Maintain and improve device availability and performance

  • Manage assigned projects to identified time frames

  • Providing support where necessary to customer events such as Sales conferences and Book fairs.

  • Evaluate new hardware, and maintain records of hardware inventory

  • Ensure when required the Audio Visual environment is managed well

Functional competencies:

  • Ability to understand the installed infrastructure that facilitates the group

  • An ability to manage, motivate and lead a team

  • Sound knowledge of Technology principles

  • Strategic and sound business awareness

  • Ability to keep abreast of best practice and to utilise latest technology

  • Ability to consistently meet deadlines and work under pressure

  • Client focused and commercially motivated

  • Ability to work individually using own initiative and as part of a team

  • Ability to challenge current norms

  • Strong analytical / problem solving abilities

  • Honest and transparent in all role activities

  • Excellent verbal, written and presentation skills

  • Respected and trusted by peers

  • Ability to provide technical coaching to business users

  • Good project management skills



  • 7 years plus relevant experience

  • Good knowledge of PC, Apple Mac and mobile device technology

  • Good general business awareness.

  • Experience of the Pearson group, its values and culture

Pearson is committed to the principles ofEmployment Equity and in accordance with our Employment Equity goals and plan,preference will be given to suitable applicants from designated groupsas defined in the Employment Equity Actand subsequent amendments thereto.

Pearson is committed to the principles ofEmployment Equity and in accordance with our Employment Equity goals and plan,preference will be given to suitable applicants from designated groupsas defined in the Employment Equity Actand subsequent amendments thereto.


Relevant IT secondary and/or tertiary qualification

Completion of, or progress towards, IT industry certification desirable (ITIL, Microsoft Certified Technology Specialist (MCTS))

Primary Location: ZA-ZA-Midrand

Job: Technology

Organization: Growth

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 30, 2016