Help Desk Manager at Tezza Business Solutions Limited
Tezza Business Solutions Limited, is a leading Software Quality Assurance and Testing multinational with a regional office in Lagos, Nigeria. We are a Software Quality Assurance and Testing Services provider. Our primary goal is to be the "go to" Quality Assurance & Software Testing company in East and West Africa while developing offshore resources to fill test automation positions (and other hard to find software testing capabilities) in the North America and European markets.
We are recruiting to fill the position below:
Job Title: Help Desk Manager
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.
- 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
- 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
- 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
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Team management skills
- Hands-on experience with help desk and remote control software
- Solid technical background with an ability to give instructions to a non-technical audience
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
- BES Server/Mobile device Administration
- MIS reporting
- Some development experience
- Cross-funtional
- PC/LAN & Support Services
- Operating system installation & configuration
- Troubleshooting and fixing Network cabling
- Configuring network devices
- PABX configuration and troubleshooting
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