IT Service Desk Lead
- Full-time
Company Description
Our Client, a multinational construction company based in Lagos.
Job Description
The IT Service Desk Lead makes sure the IT end users within the organization and beyond receive the right level of support. He/She will manage the team responsible for operating the first line component of the IT Service Desk, provide leadership and develop a Customer First culture within the team as they represent the main route for all customers to access the ICT Services.
Job Responsibilities
Day to day management of the IT Service Desk team and function
Ensure that the IT Service Desk is an excellent deliverer of Customer Service
Be responsible for the operational management of call assignments within the IT Service Desk team and to other parts of ICT Shared Service as appropriate.
Assist with maintaining the inventory of the company computer assets and software licenses.
Discover, diagnose and triage user’s problems effectively and efficiently.
Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
Provide self help and user guides for the internal Customers to help reduce unnecessary direct contact with the Service Desk and IT shared services.
Manage the maintenance/repair of IT equipment in the organization
Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team.
Conduct regular surveys of users to determine effectiveness of ICT services, current examples are Annual Satisfaction and Call Closed Satisfaction Forms.
The post holder may be required to take part in an out-of-hours system support rota.
Undertake any other duties of a similar level and responsibility as may be required from time to time.
Qualifications
Graduate degree in Information System Management, Computer Science/Engineering or IT related discipline.
5 years plus experience of working in a Service Desk support function, ideally in a significantly sized organisation supporting 2000+ networked PCs and 100+ servers
Relevant and updated IT Certifications including but not limited ITIL, Cisco and Microsoft Certifications (CCNA, CCNP, MCSE, SQL), DB administration.
Project Management experience and sound programming skills is an added advantage
Ability to communicate openly and effectively with IT management, Business Units management, with other IT managers, with staff, and with many diverse constituencies.
Ability to use initiative and diagnose some users' problems without referral
Good level of technical skills, troubleshooting basic PC issues with hardware, software & networking
Good inter-personal skills: diplomatic and able to inspire user confidence
Additional Information
Only shortlisted candidates will be contacted by our client