IT Service Desk Support at Manifold Computers Limited

Manifold Computers Limited provides end-to-end technology infrastructure products, solutions, and services. Manifold supports the digital transformation objectives of international and domestic clients. Manifold offers solutions that help clients connect to customers, improve operations, and reduce risk. Manifold is a trusted company with over 25 years of experience in the Nigeria technology sector.

We are recruiting to fill the position below:

Job Title: IT Service Desk Support

Location: Rivers

Job Description

• Service Desk Support
• Phone Support Service

This service involves provision of first line support over the phone to staff (Direct and Third Party) in the following areas:

Incident Management:

• Serve as Customers’ interface for all IMT Units.
• Provide 1st level client application support to Users
• Trouble shoot and resolve User’s computer systems faults over phone
• Coordination of IT phone support activity as first line IT customer relationship management
• Call management – Quick response to calls, routing of the calls to available phone support agent; and escalation to next relevant support level based on standard procedure and process.
• Logging of calls, incidents, problems using the Service Management Tool inclusive of Remedy
• Provide Email/Storage support for Clients
• VPN/Remote Assistance Support
• Ensure client systems have correct configurations (DNS, DHCP, Server mappings)
• User Profile, Quota, Folder & Print account management
• Management of Print access for End Users.

Request management:

• Productivity Application /Business Application Deployment Field Support Service

This service involves provision of physical support (IMACD) to staff (Direct and Third Party) covering the following areas:

• Trouble shoot and resolve User’s computer systems faults:
  • Provide 1st level Network Support (Network Patching)
  • Individual UPS support
  • Provide Digital signage support
  • Audio conferencing Support
  • Provide support for the following collaborating tools VC, client Lync and Skype for business.
  • Carry out End Points cable management
  • Collaboration with third party vendors for on-site hardware support activities
  • Standby VIP & Executive support service
  • Deploy approved images to client computers
  • Deploy approved Software to client systems
  • First line Windows Operating System support service
  • Carry out Clients’ system data recovery.
  • FTP/Mail broadcast support
  • Carry out Clients’ system data backup activities.
  • Resolve User Profile on Desktops and Laptops
• Carry out Quota, Folder & Print account management
• Provide User Telecom mobile device support – Satellite Phone, VHF radio Provide User Telecom fixed device support – IP Phone/Hotlines (OSB).
• Service Desk

Academic Qualifications

• HND in Computer Engineering/Electronics/ Electronic Engineering
• Bachelor’s Degree in Computer Engineering/Electronics/ Electronic Engineering.

Professional Qualification:

• ITIL Foundation
• Microsoft Certified Solutions Associate (Windows 10) or Modern Desktop Administrator Associate o Microsoft Certified Solutions Associate (Microsoft Office 365) or Enterprise Administrator Expert
• BMC Remedy Certification – Required for process support
• Good knowledge of Analytics e.g. Business Object Reporting Tool
• Knowledge supporting Microsoft environments (e.g., Windows, Exchange, SQL, etc.) will be an advantage.

Competencies:

• Good communication skill in English language
• Good interpersonal relationship skill.
• Troubleshooting skill
• Problem solving Skills
• Analytical skill for reporting
• Experience Minimum experience Phone Support Field Support.

Application Closing Date
4th November, 2019.

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