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Help Desk Manager

Lagos, Lagos · Information Technology
DUTIES & RESPONSIBILITIES
• Supervises the Help Desk team and leads them to deliver an exceptional service
• Troubleshooting and resolution of issues relating to business applications
• Installing/configuring new computers/telephones
• Troubleshooting IT equipment - printers, scanners etc
• Log all IT incidents and service requests to ensuring a timely resolution
• Ensures that SOD and EOD duties are performed.
• Deliver outstanding customer service by responding to and efficiently resolving client issues and request
• Manage the help desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train and support help desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Provide customer feedback to the appropriate internal teams, like product developers
• Maintain effective relationships with vendors, consultants, and service providers
• Assist in software resting of new releases, proactively escalating issues
• Competence in PC network security issues, including virus protection and prevention
   Assist in the management of IT Assets

 
EXPERIENCE
  • 3 or more years cognate experience in financial services/service oriented industry.
  • Proven work experience as a Help desk manager 
  • Hands on experience with help desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
EDUCATION
  • BSc degree in Computer Science, Information Technology or relevant field
  • ITIL Certified (added advantage)
 
KEY COMPETENCY REQUIREMENTS
• Network (voice & data) Cabling
• LAN & WAN technologies
• Microsoft suite- Exchange, SharePoint,
• Virtualization knowledge
• Operating system installation & configuration
• Troubleshooting and fixing Network cabling
• Configuring network devices
• PABX configuration and troubleshooting
• BES Server/Mobile device Administration
• MIS reporting
• Some development experience
Cross-funtional
• PC/LAN & Support Services


Skill/Competencies
• Ability to solve complex problems on own initiative
• Ability to work independently and as a SPOC/ PM
• Strong written and oral skills, plus interpersonal skills
• Sound client service skills with proactive and creative approach
• Demonstrate working knowledge of Windows O/S and PC hardware as well a broad understanding of IP
communication and technologies
• Understanding of business processes and workflows
 
 
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