Help Desk Supervisor at KPMG

Ref Code: 100463BR
Location: Lagos
Function: Infrastructure - Information Technology

Job Summary

•     The position of the Help Desk Supervisor coordinates the daily work of the Help
•     Desk Team and provides technical and business leadership, guidance and support to the team.
•     Take ownership of all software deployment projects including patch management and management of KPMG IT assets inventory.

Skills Required Functional Competencies:

•     Experience in people management
•     Decision making abilities
•     Issue resolution abilities

Technical Competencies:

•     Service management skills (ITIL certification would be an advantage)
•     Project management skills
•     Ability to understand and work in a complex technical processing environment through use of sophisticated and leading edge tools.
•     Proficiency in use of Operating system deployment tools (Microsoft System Center Configuration Manager)

Professional Competencies:

•     Results driven
•     Strong analytical skills
•     Ability to meet deadlines and targets
•     Clear communication in English, both verbal and written Superior customer service skills
•     Strong interpersonal skills
•     Ability to lead a team
•     Continuous improvement mentality
•     Adaptable to change
•     Ability to work in a fast pace, high pressure work environment

Others:

•     At least 5 years working experience in helpdesk environment
•     At least 2 years supervisory experience
•     Ability to write documentation to describe program development, logic, coding and corrections.
•     Enthusiasm, can-do attitude
•     Good relationship building skills.
•     Good customer service/relationship skills
•     Excellent communication skills; written and verbal.
•     Patience in resolving problems and supervising subordinates.
•     Ability to carry out duties in a well-organised and proactive manner.
•     Ability to perform effectively under pressure.
•     Detailed knowledge of Standard IT Service delivery methodology.