Job Title: ICT Senior Officer – Service Desk
Reference: ACN/ICT/ISOSD/0313
Organisation: Aero Contractors Company of Nigeria Limited
Reports To: ICT Support Executive
Function: ICT
Sub Function: N/A
Location: Lagos, Nigeria
Purpose Statement: Responsible for supervising activities of ICT Service Desk officers in providing technical support to all users regarding ICT related problems.
Key Accountabilities: – Ensure proper record and update of all ICT related actions / tasks carried out into the ICT logging system – Provide regular reporting line through the ICT Support Executive to ICT Manager on Service Desk issues – Ensure feedback to users regarding new or outstanding requests – Provide technical level II (& below) solutions to all ICT related problems – Ensure effective preventive maintenance on all user related ICT Infrastructure both in business and residential locations. – Provide ICT related advice and guidance to end users. – Ensure the enforcement of company ICT rules and regulations. – Update user and Company related data on all company Workstations. – Ensure OS updates and configuration changes on all company Workstations – Supervise and support the ICT officers
Knowledge, Skills and Experience: This position requires a graduate with a University Degree in Membership of the Computer Professional Council of Nigeria and/ or Nigeria Computing Society. 5years relevant IT experience with at least 2years experience in a similar role or in an IT environment. ITIL certification and relevant Certification(s). Excellent knowledge of management of critical customer incidents and escalation management. Ability to manage third party suppliers. Excellent knowledge of incident level monitoring and measurement. Excellent knowledge of ICT processes and working practice. Excellent knowledge of service desk incident logging and knowledge management. Good understanding of the capabilities of ICT Infrastructure
The following skills are essential: – Analytical ability – Creative imagination and problem solving – Must be Computer Literate
Deadline: 29th March, 2013.
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