Jobs at Alfred and Victoria Associates

Job Objective

• The Service Desk Team Leader role is responsible for managing the operation of the Service Desk.
• This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests.
• The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team, the Service Desk Team.

Responsibilities

• Responsible for managing Service Desk communications with end to end support.
• Responsible for Incident Handling, Service Requests and Escalation Management.
• Responsible for supervising & managing the day to day Service Desk activities.
• Responsible for incident, requests, escalation management.
• Ensure 100% SLA compliance & Driving initiatives to improve SLAs by analysis and Responses
• Owner for Daily/Weekly/Monthly reviews for the tower
• Manage junior & senior service desk engineers and their performance.
• Professional and proactive approach in resolving End User issues.

Academic Qualification

• B.Sc / HND in Computer Science / Engineering or other related Course.

Experience:

• 9 years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role.
• ITIL Foundations Certification desirable.

Key Skills & Competencies:

• Showcase good interpersonal skills for customer relations
• Managing an ITIL based Service Desk, implementing and following best practice
• Managing and developing staff, creative use of resources to deliver outcomes
• Managing complex stakeholder relationships, influencing positive outcomes by using excellent negotiation and communication skills
• Leading by example to inspire staff and colleagues
• Must have good leadership skills to carry people along
• Must be knowledgeable about service desk system and IT tools
• Must have good judgment in handling serious customer problems.
• Proven team management skills
• Experience of implementing an incident and problem service model
• Past experience of producing service improvement plans.

Salary
Very Attractive.

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Job Objective

• As Service Desk Engineer you will act as the first point of contact for Managed Service customers to report issues and faults relating to their service.
• The primary objective of the role is to provide first-time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of the company’s specialist teams to investigate and resolve.
• Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and Company while providing timely updates and ensuring the fault is given the correct level of priority and attention.

Responsibilities

• Responsible for managing Service Desk communications with end to end support.
• Responsible for Incident Handling, Service Requests and Escalation Management.
• Responsible for mentoring junior service desk engineers
• Responsible for incident, requests, escalation management.
• Managing Incidents, Requests, Problems & IMAC
• Support the following technologies: Windows 10, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration.
• Professional and proactive approach in resolving End User issues.

Academic Qualification

• BSc / HND in Computer Science / Engineering or other related courses.

Professional Qualification:

• Cisco certified network associate (CCNA)
• Microsoft certified solutions associate (MCSA)

Experience:

• 4-6 years experience in supporting the latest versions of at least one of the operating systems, such as Windows or macOS or Unix/Linux.

Key Skills & Competencies:

• Excellent customer service skills, the ability to articulate solutions clearly and confidently to end-users.
• A high degree of technical knowledge across a broad range of technologies and products including; Hosting (Linux and Windows), firewalls and/or WAN (wide area networks) technologies.
• Must be able to demonstrate a customer-first approach to support
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels
• Reliable, on-time, personable, and customer-focused
• The ability to multi-task and work across a range of IT issues with various timelines and priorities
• Poise and patience during phone-based tech support and potential onsite visits
• Solid writing skills to document work completed and create/maintain IT documentation for clients
• Comfortable working with a variety of clients, other techs, and HW/SW vendors
• Energetic, able to switch gears quickly from job-to-job / task-to-task.

Salary

• Very Attractive.

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Job Objective

• The End-User Support engineer is primarily responsible for providing support to the end-users which should be reflected positively in periodic End-User Satisfaction Survey.

Responsibilities

• Responsible for supervising End User Support Engineers and their day to day activities and performance.
• Responsible in mentoring junior End User Support Engineers.
• Responsible for managing incident, request, problem, IMAC and escalation management.
• To provide support in operations in the domain of End User Support.
• Managing incident, request, problem & IMAC
• Support the following technologies: Windows 10, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
• Providing installation, upgrade, configuration, and advanced troubleshooting on computers, peripherals, and communication devices and peripherals.
• Install, support and maintain PC applications in a Windows 10 environment
• Attend and troubleshoot end user tickets / incidents
• Escalate to respective resolver group
• Coordinate between users and resolver groups on P1,P2 and P3 incidents"

Academic Qualification

• BSc / HND in Computer Science / Engineering or other related Course.

Experience:

• 3 - 5 years’ with end user support, desktop support, and technical skills around Windows 10 & MS Office.

Key Skills & Competencies:

• Demonstrable experience providing both face to face and remote telephony based customer service and IT technical support.
• Experience working in a busy environment under pressure dealing with colleagues or customers that require help, advice and IT technical support.
• IT Service Management, IT End User or IT operational support experience desirable.
• Experience of communicating, managing and influencing business colleagues and stakeholders at all levels including VIP customers.
• Experience providing IT technical support in a windows environment working with desktops, laptops, tables, telephony solutions & smart phones.
• Demonstrable understanding and familiarity with concepts surrounding quality of service, service level management and service delivery.
• Experience of working with 3rd party suppliers in order to fulfil customer needs.
• Knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies and their practical application.
• Knowledge of ServiceNow and other relevant IT Service Management toolsets desirable.
• Experience working with Systems Thinking model and approach working.

Salary
Very Attractive.