Latest Jobs at Trefoil Networks Limited

Unit: Corporate Services

Reports to: Head, Human Resources

Main Function

The Human Resource Assistant is responsible for providing support in the various human resource functions,   which   include   recruitment,   staffing,   training   and   development,   performance monitoring.

Role Responsibilities

• Provide support to HR Manager and staff to develop the skills and capabilities of staff.
• Monitor staff performance and attendance activities.
• Assist in staff recruitment by posting jobs and scheduling interviews.
• Provide information and assistance to staff, Managers on human resource and work related issues.
• Welcome new employees to the organization by coordinating orientation, paper work and settling
• Provide payroll information by collating time and attendance records
• Maintain employee information by updating the  current HR database and files
• Assist in periodic appraisals to assess employee performance
• Performing file audit to ensure all required employee documents are collected and filed
• Completing Exit clearance paper work and assisting with exit interviews
• Cover the reception desk when required.
• Maintain computer and manual filing systems.
• Carry out administrative duties such as filing, typing, copying, binding, scanning etc.
• Ensure operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
• Maintain supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
• Respond to clients and provide information to clients
• Set up, organize and maintain paper and electronic filing systems in accordance with recognized procedures and standards.
• Process and track legal work, status and reports.
• Record and monitor deadlines.
• Collect and retrieve information from files as needed
• Other duties as assigned by the HR Manager and Management
• Training of Staff

Competencies/Skills

• Understanding of  relevant legislation laws, policies and procedures
• Good written and verbal communication skills
• Microsoft Offices ( word, excel, power point)
• Time Management
• Ability to learn fast and maintain confidentiality
• Behavioral Qualities/Other Competences
• Resourcefulness
• Personal integrity and high work ethical standards
• Adaptability
• Resilience

Qualifications/Experience

• A BSc in relevant field.
• Minimum of  3 years professional experience in similar role.

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Reports to: Chief Technical Officer

Main Function

The Head of Technical Support would be responsible for driving the delivery of high quality customer support across the company to provide a single point of contact for all incidents, service and change requests, and manages the business relationship between the organization and the customer service function.

Role Responsibilities

• Providing help to customers using the organization’s products or services
• Communicating courteously with customers by telephone, email, letter and face-to-face
• Investigating and solving customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
• Keeping accurate records of discussions or correspondence with customers
• Analyzing statistics or other data to determine the level of customer service your organization is providing
• Producing written information for customers, often involving use of computer packages and software
• Writing reports analyzing the customer service that your organization provides
• Developing feedback or complaints procedures for customers to use
• Improving customer service procedures, policies and standards for the company
• Meeting with other managers to discuss possible improvements to customer service
• Training staff to deliver a high standard of customer service
• Leading or supervising the customer service team
• Learning about the company’s products or services and keeping up to date with changes
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
• Deliver support to users in line with agreed company’s Service Level Agreements (SLAs)
• Actively manage the system for logging, monitoring and resolving ICT systems-based difficulties to provide for continuous performance improvement
• Improve the quality of support delivered to users through the ongoing review of services provided and the skill level of operators in meeting the needs
• Inspire and motivate team, provide direction and manage performance
• Guide, support, coach and mentor team members
• Review the work and proposals of team members
• Encourage team to work collaboratively to contribute to achieving the team’s business outcomes
• Manage expectations, resolve and provide solutions to clients and customers
• Escalate issues to address current and potential problems.
• Review Service Level Agreements and key performance indicators

Competencies/Skills

• Adept listening skills
• Excellent negotiating and persuasive skills
• Ability to keep calm under pressure Patience
• Empathetic, diplomatic and emotionally intelligent
• Behavioral Qualities/Other Competences
• Strong analytical skills
• Excellent communication skills, both oral, written and visual
• Strong multitasking skills
• Excellent problem solving skills
• Empathy Skills

Qualifications/Experience

• A relevant degree in Computer Science, Mathematics, Information Science or a related field.
• Minimum of 6 -8 years professional experience in similar role.
• Core technical knowledge and understanding of Networking, Database, Operating systems and soft wares.