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.