Summary
Date Posted: Thursday, September 01, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Supervisor – ICT Service Support

Job Summary:
The Supervisor – ICT Service Support is responsible for guiding and ensuring that resolution of incidents by 2nd line Service Support team is done following the laid down procedure.

Key Responsibilities:
• Attend to service requests and incidents assigned to the team within defined SLA.
• Identify, monitor and resolve or escalate recurring incidents which translate to problems
• Coordinate collection of obsolete assets for retirement purpose.
• Supervise, mentor, coach and promote talent growth of officers in order to support business through excellent customer service.
• Provide next escalation level of ICT Support Officers.
• Establish performance targets for the direct reports and ensure that they are achieved.
• Monitor Incidents resolution and services recovery by direct reports
• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic and Professional Qualifications
• Bachelor’s degree in Computer Science, IT or a related field
The following certifications will be an added advantage:
• MCSE, A+, N+
• ITIL Training
• Customer Care Training

Relevant Work Experience Required
The job holder must have at least 3 years’ progressive work experience in user support in a busy IT environment.
The job holder must also:
• Have working knowledge and experience in automation tools such as System Center Configuration Manager and Microsoft SharePoint
• Possess experience in installing, configuring and troubleshooting Windows and Linux operating systems
• Demonstrate working knowledge of printer configuration, setup and troubleshooting
• Have hands on experience in setting up and troubleshooting Local Area Networks and have knowledge of different network protocols
• Be possess experience in supporting IP phones and teleconferencing systems; Webex, Teams, etc.
• Have experience in management of active directory users and computers.

Competencies
• Possess excellent communication skills
• Exhibit the ability to work well in a team
• Possess sharp analytical and problem solving skills
• Display a strong customer focus character
• Demonstrate ability to prioritize workload


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

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