Help Desk Manager

Job Summary
Position: Help Desk Manager
Ref: HDM/01/11
Function name: Management Information Systems
experience: 5
Location: Head Office
education: Bachelors Degree in Science, Engineering, Information & Communication Technology. ITIL Managers Certificate will be an added advantage,
career type: IT Service management
Role: Reporting to the Infrastructure & Services Manager. This position manages the delivery of effective and reliable support service for company-wide IS resources. It identifies coaching needs, organize and facilitate training of systems users in accordance with authorized plans and procedures
functional area: MIS
Post date 2011-01-11
Closing date 2011-01-25
Desired Candidate Profile
•Knowledge of Business Processes •Good working knowledge of Computers, Networks and Application systems
job description



* Provide a one-stop information and solution point for users via controlled resolution of incidents and issues including Initiation of action, Documentation of root causes, and Implementation of opportunities and remedies.
* Record and track all incidents and complaints – 100% logging of all calls.
* Keep customers informed on request status and progress
* Manage the team that Provide 1st Level Support to Users
* Monitor and escalate Incidents relative to the appropriate Service Level Agreements
* Carry out quarterly Customer Satisfaction survey and publish result within a week.
* Maintain up-to-date inventory of all IT equipment
* Ensure that new user workstations are installed to standard.
* Administer I.S. Training schedules in line with I.S. training needs as defined by the Head of IS & agreed with HR.
* Organize training of users on standard, proprietary and developed application packages in conjunction with HR.
* Produce Training Manuals and documentation for in-house organized courses.
* Recommend Courses, Seminars and Training suitable for users and I.S. staff to Head of I.S.
* Ensure that the I.S. in-house training program is well publicized and adequately marketed to meet anticipated participants quest.
* Constantly review methods of delivery of lectures, quality of teaching aids and suggest improvements.
* Ensure all participants attendance records; documentation of all course materials and syllabuses are properly kept.
* Maintain and manage the I.S. Library and Archive. pls click below.

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