IMMEDIATE I.T. VACANCY IN OIL & GAS COMPANY

An immediate opportunity to work this Oil & Gas organization through a Manpower contract. Send updated C.Vs to compuco_infotec@yahoo.co.uk

Vacancy: Technical Support / Help Desk Supervisor

Location: Bonny Island, Rivers State.

Vacancy Type: 12 – 18 months fixed contract

Contract Fee: =N= 250,000 per month

Start Date: April 2, 2007

Qualification:
Education/Certification: University Degree or HND (ITIL Foundation Certificate – An advantage)
• Required Knowledge: Good technical aptitude


Excellent customer service skills

Supervisory skills
• Experience Required: Eight years prior experience in a Help Desk or call center environment, including at least two years of supervisory experience
• Skills/Abilities: Courtesy and tact

Strong technical skills

Effective troubleshooting skills

Demonstrated supervisory skills including excellent communication and coaching skills

Well organized, attentive to detail and able to multi-task

Proficient computer skills



Job Description/ Duties & Responsibilities

• To ensure that IT resources are fully utilised and to make sure that all faults are resolved in the shortest possible time in line with the company’s corporate business requirement.

• Schedules, supervises, monitors and gives instruction to less experienced colleagues in all aspect of current and correct operational practice. Delegates’ responsibility for carrying out specific tasks to individuals as appropriate. Ensures that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of service level agreements.

• Provides verbal and written technical reports to specialist (Network Administrators, Business Analyst and Telecoms Engineers) on aspect of system status. Provides non technical reports to users and managers.

• Perform administration of Service Desk and User Support Services which entails daily monitoring, weekly and monthly reports, meet SLA, service contract appraisal, support contract and the service desk operation manual.

• Manages the response to enquiries by users, specialists and others, prioritising as necessary, and dealing with the full range of problems, only escalating those which need specialist or management attention.

• Enhance use of electronic scheduling and ensure that this is implemented as a standard in the corporate offices.

• Reviews and develop procedures and working practices for the efficient and effective running of all task associated with operating and controlling the installed hardware and software.

• Works with system architects, designers and contractors to plan and implement major configuration changes and upgrades. Conducts investigations on system performance and makes proposals for improvement. Provides advice and assistance to specialists and other system or service providers.

• Schedules the work of help desk staff to provide relevant coverage of front desk and phones, while ensuring an appropriate balance of task is attained to enable long term effectiveness and to limit stress. Ensures team members have appropriate rest periods. Sets training targets and defines individual objectives.
• Contributes to departmental policy, procedures and practices on matters such as security, health and safety, environmental controls, service facilities and media storage.

• Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls. Ensures log entries of user contact provide a corpus of knowledge for the resolution of subsequent faults and problems.

• Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.

• Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion.

• Following agreed procedures maintains and reports up to date and accurate inventory information on the organisation’s IT assets.

• Undertakes site visits to resolve persistent or high impact problems.

• Responds to instructions or follows agreed plans to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation); finds the necessary items and checks that these are as described in the instructions or plan.

• Installs or remove hardware and/or software, using supplied installation instructions and tools; follows agreed standards, including where appropriate those for electrical work. Agrees the timing of the work with those affected, e.g. users, operations management.

• Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated.

• Plays a leading role in scheduling installation work, liaising with all concerned to ensure that installation priorities are met and disruption to the organisation is minimised.

• Ensures availability of desktop and other IT equipment spares and maintain inventory and re-order levels.

• Administer desktop training by proactively promoting improvement of desktop skills through training, define and agree IT desktop training program with Manager Training and meet target IT training requirements based on plan.