HELP DESK MANAGER

JOB SUMMARY

JOB TITLE: Help Desk Manager   |
JOB LOCATION:  Lagos   |
JOB TYPE:  Full Time   |
COMPANY/MINISTRY:   Tezza”(te-zza)   |
JOB QUALIFICATION: B.Sc /HND    |




ABOUT THE COMPANY

   Tezza”(te-zza) from the Italian word "Completezza” embodies our commitment to providing IT and Business Solutions that are comprehensive, through and complete. We specialize in providing personalized Software Quality Assurance and Testing Services within a streamlined, phased delivery channel. With a primary goal of putting technological solutions to work in practical ways that ensures a healthy bottom-line our solutions reflect a deep understanding of real-world business challenges. Working in conjunction with our clients we are able to create and implement result-oriented personalized solutions.

Tezza”(te-zza) is currently recruiting for the post of  Help Desk Manager





JOB DESCRIPTIONS AND RESPONSIBILITIES

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

REQUIREMENTS FOR THIS JOB

Experience:

1. 3 or more years cognate experience in financial services/service oriented industry.
2. Proven work experience as a Help desk manager
3. Hands-on experience with help desk and remote control software
4. Solid technical background with an ability to give instructions to a non-technical audience
5. Customer-service oriented with a problem-solving attitude
6. Excellent written and verbal communications skills
7. Team management skills

Education

1. B.Sc degree in Computer Science, Information Technology or relevant field
2. ITIL Certified (added advantage)

Key Competency Requirements:

1. Network (voice & data) Cabling
2. LAN & WAN technologies
3. Microsoft suite- Exchange, SharePoint,
4. Virtualization knowledge
5. Operating system installation & configuration
6. Troubleshooting and fixing Network cabling
7. Configuring network devices
8. PABX configuration and troubleshooting
9. BES Server/Mobile device Administration
10. MIS reporting
11. Some development experience
12. Cross-funtional
13. PC/LAN & Support Services

Skill/Competencies:

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

HOW TO APPLY

Interested candidates, click on the 'Apply Here' link below to apply online.

APPLY HERE