View Jobs at Tezza Business Solutions Limited |
Full Time |
Posted 4 years ago |
Help Desk Manager is needed at Tezza Business Solutions Limited
JOB TITLE: Help Desk Manager
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LOCATION: Lagos
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
Requirements
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
Apply Now
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Job Features
Job Category | Manager |
Deadline | Not Specified. |
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