Help Desk Supervisor Job at KPMG Nigeria

Posted on Tue 23rd Nov, 2010 - hotnigerianjobs.com --- (1 comments)

KPMG Nigeria is recruiting for Help Desk Supervisor

Job Title: Help Desk Supervisor

Job summary:

The position of the Help Desk Supervisor coordinates the daily work of the Help Desk Team and provides technical and business leadership, guidance and support to the team
Take ownership of all software deployment projects including patch management and management of KPMG IT assets inventory.

Skills required
Functional competencies:

Experience in people management
Decision making abilities
Issue resolution abilities
Service management skills (ITIL certification would be an advantage)
Microsoft Certified Systems Engineer (MCSE) or similar certifications will be of significant advantage.

Project management skills

Ability to understand and work in a complex technical processing environment through use of sophisticated and leading edge tools
Proficiency in use of Operating system deployment tools (Microsoft System Center Configuration Manager)
Results driven
Strong analytical skills
Ability to meet deadlines and targets
Clear communication in English, both verbal and written
Superior customer service skills
Strong interpersonal skills
Ability to lead a team
Continuous improvement mentality
Adaptable to change
Ability to work in a fast pace, high pressure work environment
Technical competencies:
Professional competencies:

Others:

At least 5 years working experience in helpdesk environment
At least 2 years supervisory experience
Ability to write documentation to describe program development, logic, coding and corrections.
Enthusiasm, can-do attitude
Good relationship building skills.
Good customer service/relationship skills
Excellent communication skills; written and verbal.
Patience in resolving problems and supervising subordinates.
Ability to carry out duties in a well-organised and proactive manner.
Ability to perform effectively under pressure.
Detailed knowledge of Standard IT Service delivery methodology

Detailed Duties and Responsibilities

Helpdesk Supervision

Direct the activities of a 5- person helpdesk team ensuring proper distribution of workload and monitoring escalations till resolution.
Provide project management coordination/assistance to the helpdesk team for all deployment projects, ensuring projects are completed within agreed business timelines.
High priority incidents and ensure resolution or upward escalations and incident management within agreed business SLA’s.
Provide on-the-job training to team members.
Develop technical user documentation.

Asset Management

Ensure all IT assets are accounted for and records entered into central asset database.
Monitor spares availability.
Monitor maintenance availability for defective or damaged IT equipment.
Mange external vendors.

Reporting

Analyze helpdesk tickets to ensure SLA metrics are been met
Provide reports for problem detection and management.
Ensure maintenance of Helpdesk incident logging database
Create report templates as required by the business.

Second Line Support

Assist with incidents that have been escalated by first line support.
Use tools available in order to solve escalated problems.
Keep first line support function informed of delays and completion in the problem resolution process so that they can provide the client with status updates and feedback.
Manage the Helpdesk database and liaise with clients on a regular basis, as the need requires.

Application Deadline
24th November 2010

How to Apply:
If you fit the above description, then take hold of your future and send your CV to careers@ng.kpmg.com Please use the job title you are applying for as the subject when sending your CV.

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