IT Service Desk Manager at Andela

About the Role

• Manage Service desk in all Andela offices globally. Provide user support and customer service on company-supported computer applications and platforms.
• Troubleshoot problems and advise on the appropriate action.
• Coordinate all scheduled and unscheduled services for clients and ensure all maintenance is successfully completed successfully and on time, while the client is kept informed of the progress.
• Reporting to the IT Director, the Service Desk Manager is responsible for building and maintaining effective service desk function while providing Level 1 support to all Andela employees.

Key Responsibilities

• Act as the primary contact personnel for IT Help and support Desk and the service desk function.
• Attend to incoming service requests via helpdesk system from employees in a timely manner using existing procedures.
• Prioritize services requests in the company system and assign them to the relevant personnel.
• Lead  communications with the employees for both scheduled and unscheduled services
• Keep employees informed of status, timing and options for support and ensure customer satisfaction through continuous status information sharing.
• Engage in every issue and work on behalf of the client to get the issues resolved within the SLA.
• Study ticket trends and develop and communicate educating material through available channels such as the company intranet and the help and support system.
• Assist in constantly creating and improving processes and procedures as it relates to employee support
• Escalate any Service  Desk Team concerns to the IT Management team for resolution.
• Assist in disseminating information including maintaining and updating technical calendars, updating employee information.
• Submit weekly, monthly and quarterly reports for measuring help desk service levels, as required.
• Identify root problems which may negatively affect the helpdesk service delivery and notify the IT Management team, with recommendations, as identified.
• Coordinate workshop repairs, stand-by equipment and procurement for all working tools provided by IT

Qualifications & Experience

• 5+ years’ experience in IT helpdesk or IT customer support environment is mandatory
• Bachelor's degree in IT preferred
• ITIL Certification and Zendesk knowledge is an added advantage.
• A good understanding of computer networks.
• Ability to work with different operating systems i.e MacOs, Windows and LINUX
• Training in Help desk and systems and  processes is an added advantage
• A good grasp of technical installations and willingness to learn
• Working knowledge of fundamental operations of relevant software, hardware and other equipment.

EPIC Values Alignment:

• Demonstrable commitment to the learning & development of people and technology
• The ability to learn new things fast enough to amaze your friends and family

Interested?

• If the above sounds like an exciting role to you, please tell us why you believe you’re a good fit and we’ll be in touch.

Benefits & Compensation

• Full-time compensation
• Full medical coverage
• Breakfast, lunch and snacks provided daily
• Beautiful working environment
• Opportunity to work with the brightest minds on the planet
• Oh, and a chance to change the world!