Careers in Information Technology – Manager Service Desk at Telecoms Network Support Company

Organisation: Telecoms Network Support Company
Duty Station:  Kampala, Uganda
Reports to: Senior Manager, Network Infrastructure and User Support
About Us:
NFT Consult, a leading HR Consultancy firm, seeks to recruit for it valuable client, a Global Technology Consultant.  NFT Human Resource Solutions are customer tailored per industry requirements and are geared towards increased cost savings, process improvement leading to improved efficiency and effectiveness yet simultaneously strengthening quality and control of resources.
Job Summary: The Manager, Service Desk will mainly coordinate the receipt and handling of all helpdesk calls on IT related issues to ensure timely provision of hands-on technical support on all IT related issues (hardware, software and network related) to end users across the organization.
Key Duties and Responsibilities: 
·         Assist in continuously reviewing the unit/team’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
·         Establish and maintain relationships with key internal and external stakeholders.
·         Actively coordinate the manning of the IT helpdesk and ensure response to all helpdesk calls.
·         Assist in ensuring the prompt and efficient resolution of incidents in line with agreed service levels.
·         Escalate second level hardware faults to the Senior Manager, Network and Development and second level software faults to the Senior Manager, IT Operations Support as required.
·         Assist in ensuring the provision of first-level support to resolve IT related issues and technical problems such as Hardware operational issues e.g. network connectivity, printing errors, drive failure, etc; LAN/ WAN/ Server downtimes; application use and operation, particularly Microsoft Office suites; and software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
·         Ensure the maintenance of accurate issues logs and ensure that appropriate steps are take to facilitate speedy resolution of recurring service requests.
·         Ensure the periodic analysis of issues and requests to identify frequently recurring issues and proffer recommendations for service improvement to the Senior Manager, Network Infrastructure and User Support.
·         Work closely with other units within the IT division and supervise the escalation of irresolvable issues to relevant specialists e.g. LAN/WAN and hardware operational problems to Network and Infrastructure Support team; enterprise solutions-related issues to Enterprise Solution support team etc.
·         Offer input on possible enhancements to existing systems, based on user queries/ feedback and proffer recommendations to the Senior Manager, Network Infrastructure and User Support.
·         Coordinate the activities of external vendors for asset maintenance and repair.
·         Stay abreast of new end user technologies and proffer recommendations for updates to the Senior Manager, Network Infrastructure and User Support.
·         Oversee the entire incident lifecycle as it progresses through the IT division and /or related interfaces with IN the client.
·         Prepare and present reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
·         Assist in selection of call handling and telephony equipment.
·         Assist in implementing the unit’s work programs and plans in line with agreed upon procedures and guidelines.
·         Assist in planning and managing the human and material resources of the unit to optimise performance, morale and enhance productivity.
·         Supervise inter-functional relations to ensure synergy across the various departmental functions.
·         Offer leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives. Take lead of the skills enhancement of team members.
·         Prepare/compile agreed periodic activity and performance reports for the attention of the Senior Manager, Network Infrastructure and User Support.
·         Perform any other duties as assigned by the Senior Manager, Network Infrastructure and User Support
Qualifications, Skills and Experience: 
·         The applicant should hold a first degree or its equivalent in a relevant discipline.
·         Possession of a postgraduate/ professional qualification in a related field will be an added advantage.
·         At least five (5) to nine (9) years’ experience with at least three (3) years in a supervisory role.
How to Apply:
All suitably qualified candidates should visit the web link below and create a profile on the NFT Consult website by entering their e-mail addresses. Please visit web link below and click Apply now if convinced you have the job requirements. The applications/CVs should be prepared in English and submitted in either MS Word or PDF format will be considered.

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