Help Desk Manager needed at Tezza Business Solutions Ltd
Tezza Business Solutions Ltd
Lagos, NG
2d ago
source : Mrjobsnaija

Job Description

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

  • B.Sc 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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