Help Desk Manager at Tezza Business Solutions Ltd

Duties & Responsibilities

• 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
• Troubleshooting IT equipment - printers, scanners etc
• Log all IT incidents and service requests to ensuring a timely resolution
• Ensures that SOD and EOD duties are performed.
• 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
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• 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

Requirements
Experience:

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

Education

• B.Sc degree in Computer Science, Information Technology or relevant field
• ITIL Certified (added advantage)

Key Competency Requirements:

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