Bachelor's degree in Computer Engineering or IT
8 years of combined experience in IT, preferably with Support function
Broad Knowledge of Computers(hardware & software) & Operating Systems
Knowledgeable on network, system , application and desktop troubleshooting
Planning and organising
To manage and supervise day-to-day IT Service Help Desk operations to resolve reported technical problems, by monitoring performance of contracted support personnel, reviewing problem logs and trends in problems reported and recommending strategies for operational and technical improvements.
Help Desk Support:
Monitor customer feedback on help and support provided and continuously seek improvements – ensure that all inputs from customers are appropriately managed and learn from difficulties faced.
Prepare preventive and corrective maintenance schedule on computers, laptops, printers and other authorized peripheral equipment.
Service Level Agreements (SLA'S):
Liaise with other IT section heads to develop service level agreements with BU's and provide ongoing support of hardware and software in line with the SLA terms and agreement.
Help Desk Manuals:
Manage the preparation of instruction manuals and guides for easy reference by personnel and to ensure clarity on every step of the IT Help Desk process.
Maintain adequate records of support progress, in developing the files focus on the main areas of applications, hardware and office support so that specific sections can feel fully accountable for service improvements.