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IT Service Desk Lead

Job Level:  Professional
Location: 

Abidjan 04, CI, 04 BP 802

Due Date:  01/12/2021
Area of Expertise:  IT & Tech Engineering
Unit:  Allianz Technology
Job Type:  Full-Time
Remote Job:  Home office
Employment Type:  Permanent
ID:  2259

 

Job purpose

The ServiceDesk Lead is responsible for providing professional and efficient ServiceDesk support. A strong customer service mindset is the key to succeeding in this role. This hand-on team lead will assist with the standardization of ServiceDesk services, Rollout of workplaces projects and procedures along streamlining any discovered inefficiencies. This person will play a key role in the continued development of the IT Servicedesk team.

Key responsabilities

  • Utilize ticket tracking system to document all support incidents. E.g., ServiceNow or Jira ;
  • Creates and maintains, detailed and complete, Servicedesk documentation ;
  • Reporting of metrics and KPIs for the Servicedesk ;
  • Identify opportunities for automation and assist with the development of automation systems to address those opportunities ;
  • Participation with research, planning, scoping, implementation, and ongoing support for workplace projects ;
  • Participation in maintaining inventory of hardware, software, and support assets ;
  • Capability to self-motivate, work independently and take ownership of job responsibilities ;
  • On-point, genuine interpersonal and written communication skills ;
  • Demonstrated Customer Service & Troubleshooting skill sets ;
  • The ability to balance and prioritize multiple projects and remain calm under pressure ;
  • Experience working with multi-tiered ticket handling/resolution systems ;
  • Provide local tier 1 and tier 2 IT support ;
  • Enforces IT standards and educates employees about compliance topics ;
  • Performs other related duties as assigned.

Profile /Requirements/ Skills

  • High School Diploma in Computer Science or Engineering ;
  • At least 7 years of experience within Information Technology Required, with at least 3 years of documented Servicedesk Team Lead Experience
  • Understanding protocols and services including IPv4, IPv6, TCP/IP, DNS, and DHCP ;
  • Networking experience including a demonstrated understanding of VPN, LAN, WAN, and wireless ;
  • Demonstrated understanding of switches, routers, and other network hardware along with server virtualization technologies ;
  • Understanding of Ticketing systems, ServiceNow, Jira, etc ;
  • ITIL v3 Foundation certification Preferred ;
  • Microsoft Certified Professional Required ;
  • Strong banckground Active Directory, Group Policy Management,Office 365 and Azura cloud services,Virtual Systems (VDIs);
  • People management ;
  • English, French and Arabic good command preferred .

 

Job purpose

The ServiceDesk Lead is responsible for providing professional and efficient ServiceDesk support. A strong customer service mindset is the key to succeeding in this role. This hand-on team lead will assist with the standardization of ServiceDesk services, Rollout of workplaces projects and procedures along streamlining any discovered inefficiencies. This person will play a key role in the continued development of the IT Servicedesk team.

Key responsabilities

  • Utilize ticket tracking system to document all support incidents. E.g., ServiceNow or Jira ;
  • Creates and maintains, detailed and complete, Servicedesk documentation ;
  • Reporting of metrics and KPIs for the Servicedesk ;
  • Identify opportunities for automation and assist with the development of automation systems to address those opportunities ;
  • Participation with research, planning, scoping, implementation, and ongoing support for workplace projects ;
  • Participation in maintaining inventory of hardware, software, and support assets ;
  • Capability to self-motivate, work independently and take ownership of job responsibilities ;
  • On-point, genuine interpersonal and written communication skills ;
  • Demonstrated Customer Service & Troubleshooting skill sets ;
  • The ability to balance and prioritize multiple projects and remain calm under pressure ;
  • Experience working with multi-tiered ticket handling/resolution systems ;
  • Provide local tier 1 and tier 2 IT support ;
  • Enforces IT standards and educates employees about compliance topics ;
  • Performs other related duties as assigned.

Profile /Requirements/ Skills

  • High School Diploma in Computer Science or Engineering ;
  • At least 7 years of experience within Information Technology Required, with at least 3 years of documented Servicedesk Team Lead Experience
  • Understanding protocols and services including IPv4, IPv6, TCP/IP, DNS, and DHCP ;
  • Networking experience including a demonstrated understanding of VPN, LAN, WAN, and wireless ;
  • Demonstrated understanding of switches, routers, and other network hardware along with server virtualization technologies ;
  • Understanding of Ticketing systems, ServiceNow, Jira, etc ;
  • ITIL v3 Foundation certification Preferred ;
  • Microsoft Certified Professional Required ;
  • Strong banckground Active Directory, Group Policy Management,Office 365 and Azura cloud services,Virtual Systems (VDIs);
  • People management ;
  • English, French and Arabic good command preferred .