Service Desk Lead at Smart Partners Consulting Limited

Smart Partners Consulting Limited (SPCL) is an indigenous consulting firm poised on the business model of collaboration to provide professional services of Human Resources and Business Strategy to different companies in various sectors of Nigeria’s economy. It was incorporated in July 2013. Our idea of collaboration and partnership involves the synergy of tested experts in the market place to research, identify and proffer solutions to the ever dynamic needs of our Clients.

We are recruiting to fill the position below:

Job Title: Service Desk Lead

Location: Abuja (FCT)
Employment Type: Full-time

Job Responsibilities

• Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
• Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members
• Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference
• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace.
• Clearly and accurately communicate processes and procedures verbally and in writing.
• Working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
• Ensuring the adherence of professionalism and expansion of all activities done at the service desk.
• Make sure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements, and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to.

KPI

• Customer’s satisfaction
• First Response time [FRT]
• Average resolution time.
• Leadership and team management.

Requirements

• Degree in Computer Science, Computer Engineering, Programming or any relevant course.
• Must have at least 4 years working experience as a Service Desk Lead.
• Experience in the Telecommunication company, Industry will be an added advantage.
• knowledgeable about service desk system and IT tools.
• An active & empathic listener.
• Teamwork Works to build team spirit.
• Sound knowledge and experience of supporting range of IT applications, platforms and technologies.
• Good judgment in handling serious customer problems.
• Organizational skills with the ability to multi-task.
• Good leadership skills to carry people along.

Application Closing Date
Not Specified.