Helpdesk Supervisor

KPMG operates as an international network of member firms offering Audit, Tax and Advisory services. We provide multidisciplinary professional services to both local and international organizations within the Nigerian business community.

We are recruiting for a Help Desk Supervisor, who will deliver excellent and value-added services to our clients.

Job summary:

The position of the Help Desk Supervisor coordinates the daily work of the Help Desk Team and provides technical and business leadership, guidance and support to the teamTake ownership of all software deployment projects including patch management and management of KPMG IT assets inventory.

Skills required

Experience in people managementDecision making abilitiesIssue resolution abilitiesService management skills (ITIL certification would be an advantage)Microsoft Certified Systems Engineer (MCSE) or similar certifications will be of significant advantage.Project management skillsAbility to understand and work in a complex technical processing environment through use of sophisticated and leading edge toolsProficiency in use of Operating system deployment tools (Microsoft System Center Configuration Manager)Results drivenStrong analytical skillsAbility to meet deadlines and targetsClear communication in English, both verbal and writtenSuperior customer service skillsStrong interpersonal skillsAbility to lead a teamContinuous improvement mentalityAdaptable to changeAbility to work in a fast pace, high pressure work environment

Others:

At least 5 years working experience in helpdesk environmentAt least 2 years supervisory experienceAbility to write documentation to describe program development, logic, coding and corrections.Enthusiasm, can-do attitudeGood relationship building skills.Good customer service/relationship skillsExcellent communication skills; written and verbal.Patience in resolving problems and supervising subordinates.Ability to carry out duties in a well-organised and proactive manner.Ability to perform effectively under pressure.Detailed knowledge of Standard IT Service delivery methodology

Detailed duties and responsibilities

Helpdesk SupervisionDirect the activities of a 5- person helpdesk team ensuring proper distribution of workload and monitoring escalations till resolution.Provide project management coordination/assistance to the helpdesk team for all deployment projects, ensuring projects are completed within agreed business timelines.High priority incidents and ensure resolution or upward escalations and incident management within agreed business SLA’s.Provide on-the-job training to team members.Develop technical user documentation.Asset ManagementEnsure all IT assets are accounted for and records entered into central asset database.Monitor spares availability.Monitor maintenance availability for defective or damaged IT equipment.Mange external vendors.ReportingAnalyze helpdesk tickets to ensure SLA metrics are been metProvide reports for problem detection and management.Ensure maintenance of Helpdesk incident logging databaseCreate report templates as required by the business.Second Line SupportAssist with incidents that have been escalated by first line support.Use tools available in order to solve escalated problems.Keep first line support function informed of delays and completion in the problem resolution process so that they can provide the client with status updates and feedback.Manage the Helpdesk database and liaise with clients on a regular basis, as the need requires.

How to Apply:

If you fit the above description, then take hold of your future and send your CV tocareers@ng.kpmg.com .   Please use the job title you are applying for as the subject when sending your CV.

Please note that deadline for all applications is 30th November 2010.