Helpdesk Supervisor at KPMG Nigeria

KPMG is a global network of professional firms providing Audit, Tax and Advisory Services. Our vision is to build and sustain our reputation as the best firm to work with by ensuring our people, clients and communities achieve their full potential.

We are recruiting to fill the position below:

Job Title: Helpdesk Supervisor

Auto req ID: 101788BR
Location: Lagos

Roles and Responsibilities
1. 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.

2. 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

3. 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

4. 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.

5. Security Role (National Information Security Specialist – NISS)
The National Information Security Specialist is responsible to the NITSO for maintaining the security of data held on the firm’s IT systems as specified.

• Ensure that appropriate access control methods and tools are in place for all systems.
• Ensure that systems adequately protect the availability, integrity and confidentiality of stored information.
• Ensure that methods for data encryption are available and used where appropriate.
• Provide guidance and support on information security practices to development projects to ensure that systems developed provide adequate information security.
• Provide guidance and support on information security practices to operations and end user support staff to ensure that systems in use provide adequate information security.
• Add newly identified information security issues and risks to the security issues and risks database.
• Progress actions allocated through the security issues and risks database.
• Periodically check for additional security update from the Global Desktop Release Management Site.
• Responsible for regular monitoring and reporting on the achievement of the third-party service level performance criteria

Qualifications and Skills
Skills required:

1. Functional competencies:

• Experience in people management
• Decision making abilities
• Issue resolution abilities

2. Technical competencies:

• Service management skills (ITIL certification would be an 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)

3. Professional competencies:

• 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

Experience and Background

• At least 7 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

Application Closing Date
Not Stated

Method of Application
Interested and qualified candidates should:
Click here to apply online