Head, IT Service Desk at KPMG

Ref #: 211
Location: Lagos, Nigeria

Overview

• In line with the company's decision to ensure key roles are filled by suitably qualified candidates who have hands-on experience, we seek an exceptional Head, IT Service Desk with proven integrity.

Detailed Job Description

• Manage the helpdesk and provide first level technical assistance to staff in line with pre-defined policies and procedures.
• Ensure prompt escalation of unresolved issues to the other specialists in IT.
• Follow-up on escalated issues and provide prompt feedback to customers
• Communicate resolution of faults to end-user/request/initiator
• Maintain an up-to-date database/register of issues as well as the resolution status
• Conduct trend analysis of issues raised and recommend quick fixes to frequently recurring ones
• Provide input into the selection of end user hardware and software based on knowledge of technical issues associated with the proposed brands
• Assist in developing programmes for training end users on self-help tips and office application usage
• In conjunction with the Head, Application Support,  assist in managing software applications
• Assist in conducting regular surveys to measure customer satisfaction levels and identify service improvement opportunities
• Keep abreast of new end user support technologies and apply knowledge to relevant segments
• Ensure periodic activity reports are prepared for the Head, Information Technology

Requirements

• First degree in Electronics, Computer Engineering or any related discipline from a reputable tertiary institution.
• Professional qualification in a related discipline will be an advantage.
• Minimum of six (6) years’ experience in a similar role.
• Good understanding of service support policies, processes and procedures
• Good knowledge of troubleshooting relevant enterprise applications
• Good knowledge of relevant hardware (Compaq, HP, Dell, etc.) support and installation procedures
• Good knowledge of supporting Linux/UNIX, MS Windows & MS Office Suite
• Good oral and written communication skills.