Manager, service desk

Closing Date: Tuesday, 18th February 2014
Email CV to: [email protected]

MANAGER, SERVICE DESK

Core Job Functions / Responsibility:

Coordinate the receipt and handling of all helpdesk calls on IT related issues to ensure timely provision of hands-on technical support on all IT related issues (hardware, software and network related) to end users across the organisation.
Primary activities

TACTICAL
· Assist in continuously reviewing the unit/team’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
· Establish and maintain relationships with key internal and external stakeholders.
OPERATIONAL
· Coordinate the manning of the IT helpdesk and ensure response to all helpdesk calls.
· Assist in ensuring the prompt and efficient resolution of incidents in line with agreed service levels.
· Assist in ensuring the provision of first-level support to resolve IT related issues and technical problems such as:
ü Hardware operational issues e.g. network connectivity, printing errors, drive failure, etc;
ü LAN/ WAN/ Server downtimes;
ü Application use and operation, particularly Microsoft Office suites; and
ü Software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
· Ensure the maintenance of accurate issues logs and ensure appropriate steps are taken to facilitate speedy resolution of recurring service requests.
· Ensure the periodic analysis of issues and requests to identify frequently recurring issues and proffer recommendations for service improvement to the Head, IT Service Management and Administration.
· Liaise with other units within the IT division and supervise the escalation of irresolvable issues to relevant specialists e.g. LAN/WAN and hardware operational problems to Network and Infrastructure Support team; enterprise solutions-related issues to Enterprise Solution support team etc.
· Provide input on possible enhancements to existing systems, based on user queries/ feedback and proffer recommendations to the Head, IT Service Management and Administration.
· Coordinate the activities of external vendors for asset maintenance and repair.
· Keep abreast of new end user technologies and proffer recommendations for updates to the Head, IT Service Management and Administration.
· Manage the entire incident lifecycle as it progresses through the IT division and /or related interfaces within EMTS.
· Prepare and present reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
· Assist in selection of call handling and telephony equipment.
· Assist in implementing the unit’s work programs and plans in line with agreed upon procedures and guidelines.
· Assist in planning and managing the human and material resources of the unit to optimise performance, morale and enhance productivity.
· Manage inter-functional relations to ensure synergy across the various departmental functions.
· Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
· Prepare/compile agreed periodic activity and performance reports for the attention of the Head, IT Service Management and Administration.
· Perform any other duties as assigned by the Head, IT Service Management and Administration.

Job Requirements and Skills
Previous Experience: First degree from a recognised University REQUIRED.
Post Graduate Qualifications: Post Graduate Degree OR MBA is of ADVANTAGE.
Experience: 6 to 8 years work experience with at least 5 years at supervisory position (NYSC is ESSENTIAL.
Certifications and Training Requirements: Relevant IT Certifications (CISCO, JAVA etc.) is of ADVANTAGE.

Key Skills:
· Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
· Business Application Knowledge
· Business Application Support and Maintenance
· Skills
· Communication
· Delegation/ Supervisory
· Problem Solving
· Behaviour
· Passion for Excellence
· Integrity
· Empowering people
· Growing people
· Team work
· Customer Focus
· Location: Lagos

Our advice is that you look very closely at the given JD, establish which one you are best fit for, in terms of matching the requirements. Ensure that your CV reflects how good a match you are and respond to that one.

All too often candidates reply multiple positions and do not get called for even one, the reasons are simple:
· The client will go throw a CV with a view to finding the best match (ONE CV does not fit all jobs). The best one is the one that sells the individual as a seasoned professional in the given field. Your document experiences matter.
· The advert Sigma Qualitas send out tells everyone, what is important and required for the job. See all capital lettering, bolded, colored or italic text. Most candidates dismiss these details and think they can make it.
· The most poignant advice is given in the first paragraph of the advert. The clients team of stakeholders who look at submitted CVs is one of seasoned, highly experience professionals. They can tell when a CV is genuine, they can tell when there are unexplained gaps and irregularities etc.
· They will be looking at the CV with a view to identifying what in the candidates past makes them a best fit for the role advertised. Give them reasons to pick you based on your past work experience.
· Please do not see this as an opportunity to branch out into a new field, all clients are very discerning.

Good luck in your application we look forward to hearing from you.