Supervisor – Ict Service Support 2

Job Summary

Responsible for guiding and ensuring that resolution of incidents by 2nd line Service Support team is done following the laid down procedure.

Minimum Qualification:Bachelor
Experience Level:Mid level
Experience Length:3 years
Job Description

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