Head, IT Service Desk at KPMG Nigeria

KPMG Nigeria – Our client is a reputable player in the Food industry that always strives to attract and retain the very best talent.

They are recruiting to fill the position below:

Job Title: Head, IT Service Desk

Ref #: 211
Location: Lagos, Nigeria

Overview

  • In line with the company’s decision to ensure key roles are filled by suitably qualified candidates who have hands-on experience, we seek an exceptional Head, IT Service Desk with proven integrity.

Detailed Job Description

  • Manage the helpdesk and provide first level technical assistance to staff in line with pre-defined policies and procedures.
  • Ensure prompt escalation of unresolved issues to the other specialists in IT.
  • Follow-up on escalated issues and provide prompt feedback to customers
  • Communicate resolution of faults to end-user/request/initiator
  • Maintain an up-to-date database/register of issues as well as the resolution status
  • Conduct trend analysis of issues raised and recommend quick fixes to frequently recurring ones
  • Provide input into the selection of end user hardware and software based on knowledge of technical issues associated with the proposed brands
  • Assist in developing programmes for training end users on self-help tips and office application usage
  • In conjunction with the Head, Application Support,  assist in managing software applications
  • Assist in conducting regular surveys to measure customer satisfaction levels and identify service improvement opportunities
  • Keep abreast of new end user support technologies and apply knowledge to relevant segments
  • Ensure periodic activity reports are prepared for the Head, Information Technology

Requirements

  • First degree in Electronics, Computer Engineering or any related discipline from a reputable tertiary institution.
  • Professional qualification in a related discipline will be an advantage.
  • Minimum of six (6) years’ experience in a similar role.
  • Good understanding of service support policies, processes and procedures
  • Good knowledge of troubleshooting relevant enterprise applications
  • Good knowledge of relevant hardware (Compaq, HP, Dell, etc.) support and installation procedures
  • Good knowledge of supporting Linux/UNIX, MS Windows & MS Office Suite
  • Good oral and written communication skills.

Application Closing Date
Not Specified.

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