Coordinate the receipt and handling of all helpdesk calls on IT related issues to ensure timely provision of hands-on technical support on all IT related issues (hardware, software and network related) to end users across the organization.
Primary activities
TACTICAL
· Assist in continuously reviewing the unit/team’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
· Establish and maintain relationships with key internal and external stakeholders.
OPERATIONAL
· Coordinate the manning of the IT helpdesk and ensure response to all helpdesk calls.
· Assist in ensuring the prompt and efficient resolution of incidents in line with agreed service levels.
· Assist in ensuring the provision of first-level support to resolve IT related issues and technical problems such as:
ü Hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.;
ü LAN/ WAN/ Server downtimes;
ü Application use and operation, particularly Microsoft Office suites; and
ü Software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
· Ensure the maintenance of accurate issues logs and ensure appropriate steps are taken to facilitate speedy resolution of recurring service requests.
· Ensure the periodic analysis of issues and requests to identify frequently recurring issues and proffer recommendations for service improvement to the Head, IT Service Management and Administration.
· Liaise with other units within the IT division and supervise the escalation of irresolvable issues to relevant specialists e.g. LAN/WAN and hardware operational problems to Network and Infrastructure Support team; enterprise solutions-related issues to Enterprise Solution support team etc.
· Provide input on possible enhancements to existing systems, based on user queries/ feedback and proffer recommendations to the Head, IT Service Management and Administration.
· Coordinate the activities of external vendors for asset maintenance and repair.
· Keep abreast of new end user technologies and proffer recommendations for updates to the Head, IT Service Management and Administration.
· Manage the entire incident lifecycle as it progresses through the IT division and /or related interfaces within EMTS.
· Prepare and present reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
· Assist in selection of call handling and telephony equipment.
· Assist in implementing the unit’s work programs and plans in line with agreed upon procedures and guidelines.
· Assist in planning and managing the human and material resources of the unit to optimize performance, morale and enhance productivity.
· Manage inter-functional relations to ensure synergy across the various departmental functions.
· Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
· Prepare/compile agreed periodic activity and performance reports for the attention of the Head, IT Service Management and Administration.
· Perform any other duties as assigned by the Head, IT Service Management and Administration.
Job Requirements and Skills
Previous Experience: First degree from a recognized University REQUIRED.
Post Graduate Qualifications: Post Graduate Degree OR MBA is of ADVANTAGE.
Experience: 6 to 8 years work experience with at least 5 years at supervisory position (NYSC is ESSENTIAL.
Certifications and Training Requirements: Relevant IT Certifications (CISCO, JAVA etc.) is of ADVANTAGE.
Key Skills:
· Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organized, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organized, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
· Business Application Knowledge
· Business Application Support and Maintenance
· Skills
· Communication
· Delegation/ Supervisory
· Problem Solving
· Behavior
· Passion for Excellence
· Integrity
· Empowering people
· Growing people
· Team work
· Customer Focus
· Location: Lagos
Please read the following before responding to this advert, note that all JD are also below. Please circulate!
Required with your submitted CV are the following; Your current earning information, which you must be able to back up with an offer letter or bank statement and your DOB. Your contact details should contain active phone numbers and email addresses. Review your CV every time you make a submission, one CV does not fit all jobs. Also changes in earnings and certification should be updated. Kindly note that we need the subject matter of your response to contain the Job Title you are interested in, the file type must be PDF or DOCX, any response that contains a subject matter such as “My CV or My Resume” cannot be treated. Please note short listing is based on the requirements in the given job descriptions below such as; qualifications required, years of experience, technology and industry exposure. All candidates for the list positions MUST have relevant and required work experience.
Email CV to: jobs@sigmaqualitas.com
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