Help Desk Manager at Tezza Business Solutions Ltd

Tezza”(te-zza) from the Italian word “Completezza” embodies our commitment to providing IT and Business Solutions that are comprehensive, through and complete. We specialize in providing personalized Software Quality Assurance and Testing Services within a streamlined, phased delivery channel.

With a primary goal of putting technological solutions to work in practical ways that ensures a healthy bottom-line our solutions reflect a deep understanding of real-world business challenges. Working in conjunction with our clients we are able to create and implement result-oriented personalized solutions.Duties & Responsibilities

Supervises the Help Desk team and leads them to deliver an exceptional service
Troubleshooting and resolution of issues relating to business applications
Installing/configuring new computers/telephones
Troubleshooting IT equipment – printers, scanners etc
Log all IT incidents and service requests to ensuring a timely resolution
Ensures that SOD and EOD duties are performed.
Deliver outstanding customer service by responding to and efficiently resolving client issues and request
Manage the help desk team and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Recruit, train and support help desk representatives and technicians
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on help desk team’s productivity
Provide customer feedback to the appropriate internal teams, like product developers
Maintain effective relationships with vendors, consultants, and service providers
Assist in software resting of new releases, proactively escalating issues
Competence in PC network security issues, including virus protection and prevention
Assist in the management of IT Assets

Requirements
Experience:

3 or more years cognate experience in financial services/service oriented industry.
Proven work experience as a Help desk manager
Hands-on experience with help desk and remote control software
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Team management skills

Education

B.Sc degree in Computer Science, Information Technology or relevant field
ITIL Certified (added advantage)

Key Competency Requirements:

Network (voice & data) Cabling
LAN & WAN technologies
Microsoft suite- Exchange, SharePoint,
Virtualization knowledge
Operating system installation & configuration
Troubleshooting and fixing Network cabling
Configuring network devices
PABX configuration and troubleshooting
BES Server/Mobile device Administration
MIS reporting
Some development experience
Cross-funtional
PC/LAN & Support Services

Skill/Competencies:

Ability to solve complex problems on own initiative
Ability to work independently and as a SPOC/ PM
Strong written and oral skills, plus interpersonal skills
Sound client service skills with proactive and creative approach
Demonstrate working knowledge of Windows O/S and PC hardware as well a broad understanding of IP
communication and technologies
Understanding of business processes and workflows

Source: MyJobMag Job Feed

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