Desk Help Manager at Tezza Business Solution Ltd

Tezza Business Solution Ltd-“Tezza”(te-zza) from the Italian word “Completezza” embodies our commitment to providing IT and Business Solutions that are comprehensive, thorough and complete. We specialize in providing personalized
Software Quality Assurance and Testing Services within a streamlined, phased delivery channel. With a primary goal of putting technological solutions to work in practical ways that ensures a healthy bottom-line our solutions reflect a deep understanding of real-world business challenges. Working in conjunction with our clients, we are able to create and implement result-oriented personalized solutions.

Job Title: Help Desk Manager

Location: Lagos

Employment Type: Full Time

Duties  and Responsibilities

• Troubleshooting IT equipment - printers, scanners etc
• Supervises the Help Desk team and leads them to deliver an exceptional service
• Troubleshooting and resolution of issues relating to business applications
• Installing/configuring new computers/telephones
• Log all IT incidents and service requests to ensuring a timely resolution
• Ensures that SOD and EOD duties are performed.
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Deliver outstanding customer service by responding to and efficiently resolving client issues and request
• Manage the help desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train and support help desk representatives and technicians
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Provide customer feedback to the appropriate internal teams, like product developers
• Maintain effective relationships with vendors, consultants, and service providers
• Assist in software resting of new releases, proactively escalating issues
• Competence in PC network security issues, including virus protection and prevention
• Assist in the management of IT Assets

Experience

• 3 or more years cognate experience in financial services/service oriented industry.
• Proven work experience as a Help desk manager
• Customer-service oriented with a problem-solving attitude
• Hands on experience with help desk and remote control software
• Solid technical background with an ability to give instructions to a non-technical audience
• Excellent written and verbal communications skills
• Team management skills

Education

BSc degree in Computer Science, Information Technology or relevant field
ITIL Certified (added advantage)

Key Competency Requirements

• Network (voice & data) Cabling
• LAN & WAN technologies
• Troubleshooting and fixing Network cabling
• Microsoft suite- Exchange, SharePoint,
• Virtualization knowledge
• Operating system installation & configuration
• Configuring network devices
• PABX configuration and troubleshooting
• BES Server/Mobile device Administration
• MIS reporting
• Some development experience
• Cross-functional
• PC/LAN & Support Services

Skill/Competencies

• Ability to solve complex problems on own initiative
• Ability to work independently and as a SPOC/ PM
• Strong written and oral skills, plus interpersonal skills
• Sound client service skills with proactive and creative approach
• Demonstrate working knowledge of Windows O/S and PC hardware as well a broad understanding of IP
• communication and technologies
• Understanding of business processes and workflows

How to Apply

Interested Applicants should apply online at Tezza Business Solution Ltd

Good Luck!!!