IT Service Desk Lead Job at Machineyard.com.ng

Machineyard.com.ng - Our client is a multinational construction company.

We are recruiting suitably qualified candidates to fill the position below:

Job Position: IT Service Desk Lead

Job Location: Lagos

Job Description

• The IT Service Desk Lead makes sure the IT end users within the organization and beyond receive the right level of support.
• He/She will manage the team responsible for operating the first line component of the IT Service Desk, provide leadership and develop a Customer First culture within the team as they represent the main route for all customers to access the ICT Services.

Job Responsibilities

• Day to day management of the IT Service Desk team and function
• Ensure that the IT Service Desk is an excellent deliverer of Customer Service
• Be responsible for the operational management of call assignments within the IT Service Desk team and to other parts of ICT Shared Service as appropriate.
• Assist with maintaining the inventory of the company computer assets and software licenses.
• Discover, diagnose and triage user’s problems effectively and efficiently.
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
• Provide self help and user guides for the internal Customers to help reduce unnecessary direct contact with the Service Desk and IT shared services.
• Manage the maintenance/repair of IT equipment in the organization
• Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team.
• Conduct regular surveys of users to determine effectiveness of ICT services, current examples are Annual Satisfaction and Call Closed Satisfaction Forms.
• The post holder may be required to take part in an out-of-hours system support rota.
• Undertake any other duties of a similar level and responsibility as may be required from time to time.

Qualifications

• Graduate degree in Information System Management, Computer Science/Engineering or IT related discipline.
• 5 years plus experience of working in a Service Desk support function, ideally in a significantly sized organisation supporting 2000+ networked PCs and 100+ servers
• Relevant and updated IT Certifications including but not limited ITIL, Cisco and Microsoft Certifications (CCNA, CCNP, MCSE, SQL), DB administration.
• Project Management  experience and sound programming skills is an added advantage
• Ability to communicate openly and effectively with IT  management, Business Units management, with other IT managers, with staff, and with many diverse constituencies.
• Ability to use initiative and diagnose some users' problems without referral
• Good level of technical skills, troubleshooting basic PC issues with hardware, software & networking
• Good inter-personal skills: diplomatic and able to inspire user confidence.