Service Desk Lead (Applicable to internal candidates only)
Position summary
Introduction
Job description
Manage the ICT Service Desk:
1. Identify and implement improvements to the Service Desk incident logging system to provide a more effective and efficient service to internal clients.
2. Configure the call logging system, e.g. defining and setting up business rules and call priority levels
3. maintaining the call logging system’s on the service desk system
4. call logging system administration and customization
5. Setting up call logging system reports and distributing to management
Minimum requirements
- Minimum: 3-year degree/diploma in IT or related field
- Ideal: MCSE
- 3-5 years previous experience in managing an IT Service Desk.
- Certified Administrator of Service Desk management System (e.g. HEAT)
- Configuration of Windows Operating Systems.
- Knowledge on assembling and disassembling of computer hardware.
- Troubleshooting applications.
- Troubleshooting network connectivity.
- Installing and configuring 3rd party applications.
- Sound knowledge of MS Office.
- Install and connection of office automation devices e.g. projectors.
- An understanding and practice of general management concepts, customer care, and project management.
- ITIL v3
- Basic understanding of enterprise wide networks (LAN & WAN architecture)
- Knowledge of the operational and technical problems involved in the administration of a specialized program (Service Desk management System e.g. HEAT)
- Knowledge of the assigned program specialty.
- Ability to plan, coordinate, and expedite work projects.
- Ability to interpret complex rules and regulations.
- Ability to communicate with others verbally and in writing.
- Understanding and ability to use TCP/IP and associated protocols and tools (DNS, DHCP, PING etc).
- An understanding and practice of general management concepts, customer care, and project management.