IT Service Desk Manager - Nigeria Job at MainOne Cable Company

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Job Title: IT Service Desk Manager

Job Code: IT0001

Location: Lagos, Nigeria

Department: Information Technology

Reporting Line: Head, Information Technology

Employer: MainOne Cable Company / Main One Cable Company

Responsibilities:

•   Supervise the IT Service Desk team members

•   Support end user applications such as Microsoft SharePoint and Dynamics AX ERP platforms

•   Microsoft Office Suite 2010 including Project and Viso

•   Supervise and support Outlook e-mail client

•   Support end user LAN/WAN issues

•   Support Symantec Antivirus software

•   Build ITIL based service desk organization

•   Ensure client computer configuration policy compliance

•   Manage, monitor, and report service events to stakeholders and track same

•   Monitor incidents and report root cause

•   Monitor all change requests and understand service impact

•   Communicate changes and explain service impact

•   Manage Client operating systems and productivity software

•   Strictly enforce client computer security policy

•   Technical training and mentoring programs for team members

•   Assistance with third party service provider issues

•   Maintain thorough knowledge of MainOne IT operations, policies and procedures

•   Ensure data backup for laptop computers

•   Execute special projects as needed

•   Work with Security Specialist to manage client computer security

•   Maintain high professional standard and good customer relations with internal customers

•   Maintain accurate and complete documentation for all service requests

•   Continue to strive for the best service delivery method

•   Set and monitor KPI for direct reports

•   Provide monthly statistical reports on issues reported and treated

Skills  & Competencies:   

• Technically skilled with in depth knowledge of distributed applications and web platforms

• Understands OSI model and has knowledge of TCP/IP

• Knowledge of Microsoft Dynamics AX ERP and SharePoint platform

• Knowledge of Exchange E-mail and Outlook 2010 client

• Strong knowledge of the Windows OS desktop environment

• Hands-on experience and thorough knowledge of computer hardware

• Experience with establishing and managing the integration of industry best practices

• Strong knowledge and practice of ITIL V3

• Excellent interpersonal and communication skills

• Ability to proactively work on problems of diverse scope

• Exhibit tact, analytical and critical-thinking skills

• Appropriately handle highly confidential and sensitive information

• Assertive and able to work successfully in a demanding work environment

• High level of energy and flexibility

• Exceptional organizational, prioritizing and multi-tasking skills

• Strong initiative, resourcefulness and follow-through

• Sound fiscal responsibility

Qualification/ Experience Requirement:

• Minimum, BSc. Degree in IT, CIS or related discipline

• MCSE

• ITIL V3 Certifications

• Service Desk Certification

• 5+ years working in IT Service Desk function

How to Apply:

Interested and qualified applicants should apply online or send their Cover Letter and CV to HR@mainonecable.com.

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