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.