Job Summary
The Supervisor – ICT Service Support is responsible for guiding resolving incidents as 2nd line Service Support in line with Service Level Agreement
Key Responsibilities:
Attend to service requests and incidents assigned to the team within defined SLA.
Troubleshooting system and network problems diagnosing and solving both hardware and software faults.
Provide leadership in identifying, evaluating items subject obsolete asset for retirement
Configuring, deploying, troubleshooting, repairing, and maintaining end user equipment and accessories.
Setup and supports audio /visual equipment for presentations and other meetings
Establishes good working relationship with customers by keeping them updated on the progress made concerning their requests and in case of any escalations.
Installation & configuration of computer hardware operating systems and applications.
Identify, monitor and resolve or escalate recurring incidents which translate to problems
Logging the queries of end users in the incident management tool.
Monitor Incidents resolution and services recovery by direct reports
Supervise, mentor, coach and promote talent growth of officers in order to support business through excellent customer service.
Monitor performance targets for the direct reports and ensure that they are achieved.
Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.
Academic and Professional Qualification
Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or its equivalent qualification from a recognized Institution
Required certifications
IT Governance e.g. ITIL, COBIT
At least one of the following certifications: CompTIA A+, CompTIA N+, MCSE or MCSA
The following certifications will be an added advantage:
Project Management e.g. Prince2, PMP
Customer Care Training
Relevant Work Experience Required
The job holder must have at least 3 years’ progressive work experience in user support in a busy IT environment.
Possess experience in installing, configuring and troubleshooting Windows operating systems
Demonstrate working knowledge of printer configuration, setup and troubleshooting
Have hands on experience in setting up and troubleshooting Local Area Networks and have knowledge of different network protocols
Be possess experience in supporting teleconferencing systems; Webex, Teams, etc.
Have experience in management of active directory users and computers.
Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365.
Competencies
The job holder must:
Possess excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
Exhibit the ability to work well in a team
Possess sharp problem solving skills
Display a strong customer focus character
Demonstrate ability to prioritize workload
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