Manage the customer support applications, support customer team in supporting the use of ICT for WV’s Ministry and be responsible for driving performance against agreed Service Level Agreements (SLA’s).
Areas of Responsibility:
(10%)
- Plan for and maintain a call tracking system that enables proper tracking of and rapid response to user calls.
- Evaluate end-user hardware and business desktop applications continuously and ensure these are operating optimally.
(40%)
- Support the Customer Support Team and ensure that agreed targets are met and appropriate qualitative standards achieved.
- Develop and implement robust processes to ensure that a high quality support service is provided to all customers.
- Design and develop an enhanced reporting structure which ensures the early identification of problems and ensures minimum risk to WV’s business.
- Analyze Customer support activities and make recommendations for increased organizational efficiency and effectiveness.
- Train Customer Support staff to ensure that support is provided in a consistent and timely manner.
- Ensure that regular training and appraisals are provided to Customer Support staff to ensure that each member of the team is able to provide the best level of customer support.
- Prepare appropriate end-user manuals, guides, frequently asked questions (FAQs) and procedures to guide end-users in the efficient use of computer hardware and business applications.
- Organize Customer support services review meetings to review performance reports, support improvements and quality of processes.
- Approve work done by service support vendors such as end-user equipment repairs and maintenance.
(15%)
- Maintain an on-going user capacity building plan that ensures that users are properly trained to use new and existing hardware and software.
- Develop and facilitate customer capacity building workshops and training courses.
(10%)
- Hold regular service support review meetings with customer support team.
- Work with Network and Systems administrator as may be necessary to ensure timely resolution of customer problems.
(10%)
- Develop an annual plan of action in consultation with the IT Manager and ADP Managers for the efficient delivery of quality support services.
(15%)
- Prepare regular progress reports to the ITC manager based on established performance agreement.
- Perform any other duties that may be assigned by the ICT Manager.
Educational Background:
A university degree or diploma in Computer Science or Information technology.
Skills/Experience:
- Good Interpersonal skills and ability to manage from the bottom
- Service management culture and team spirit with a burning desire to achieve optimum results …
- Good working knowledge of major networking components, network operating systems and basic computer hardware components.
- Good Knowledge of computer and network security and ability to deal with external and internal security threats.
- Good working knowledge of the Microsoft Personal Computer and server operating systems.
The following may be acquired through a combination of formal or self-education, prior experience or on-the-job training:
- 4 years working experience, 2 of which should have been service desk roles in a service support context.
- Experience of managing a team within a Customer Support environment.
- Thorough knowledge of Windows Desktop operating systems, Microsoft Office suite and Lotus Notes and the use of the Internet.
- Qualified as ITIL version 3 foundation, MSCE or CCNA
- Service support culture and team spirit with a burning desire to achieve optimum results. Ability to lead teams effectively both through structured coaching and delivering by example.
- Thorough knowledge of helpdesk operations to include a good knowledge of IT best practices, industry trends and customer service.
- Training skills, be proactive and good communication.
- Other: Experience in Lotus Domino server administration
Working Environment / Conditions:
- Work environment: Office-based with frequent travel to the field
- Travel: 20% Domestic/international travel is required.
- On call: 15%
Job Function:
Organization Info
Listing Stats
Post Date:
Jan 5 2019
Active Until:
Feb 5 2019
Hiring Organization:
World Vision
industry:
Nonprofit