Nigerian Bottling Company Plc is recruiting for Help Desk Manager
Job Summary
Position: Help Desk Manager
Ref: HDM/01/11
Function Name: Management Information Systems
Experience: 5
Location: Head Office
Education: Bachelors Degree in Science, Engineering, Information & Communication Technology. ITIL Managers Certificate will be an added advantage,
Career Type: IT Service management
Role:
Reporting to the Infrastructure & Services Manager. This position manages the delivery of effective and reliable support service for company-wide IS resources. It identifies coaching needs, organize and facilitate training of systems users in accordance with authorized plans and procedures
Functional Area: MIS
Desired Candidate Profile
• Knowledge of Business Processes
• Good working knowledge of Computers, Networks and Application systems
Job Description
- Provide a one-stop information and solution point for users via controlled resolution of incidents and issues including
- Initiation of action, Documentation of root causes, and Implementation of opportunities and remedies.
- Record and track all incidents and complaints – 100% logging of all calls.
- Keep customers informed on request status and progress
- Manage the team that Provide 1st Level Support to Users
- Monitor and escalate Incidents relative to the appropriate Service Level Agreements
- Carry out quarterly Customer Satisfaction survey and publish result within a week.
- Maintain up-to-date inventory of all IT equipment
- Ensure that new user workstations are installed to standard.
- Administer I.S. Training schedules in line with I.S. training needs as defined by the Head of IS & agreed with HR.
- Organize training of users on standard, proprietary and developed application packages in conjunction with HR.
- Produce Training Manuals and documentation for in-house organized courses.
- Recommend Courses, Seminars and Training suitable for users and I.S. staff to Head of I.S.
- Ensure that the I.S. in-house training program is well publicized and adequately marketed to meet anticipated participants quest.
- Constantly review methods of delivery of lectures, quality of teaching aids and suggest improvements.
- Ensure all participants attendance records; documentation of all course materials and syllabuses are properly kept.
- Maintain and manage the I.S. Library and Archive.
Method of Application
Click Here to apply online
Application Closing Date: 25th January, 2011
http://www.getnaijajobs.com
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