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IT Service Desk Manager At MainOne Cable

Date Posted: 13/Feb/2014
Deadline: 28/Feb/2014


  • Supervise the IT Service Desk team members
  • Support end user applications such as Microsoft SharePoint and Dynamics AX ERP platforms
  • Microsoft Office Suite 2010 including Project and Viso
  • Supervise and support Outlook e-mail client
  • Support end user LAN/WAN issues
  • Support Symantec Antivirus software
  • Build ITIL based service desk organization
  • Ensure client computer configuration policy compliance
  • Manage, monitor, and report service events to stakeholders and track same
  • Monitor incidents and report root cause
  • Monitor all change requests and understand service impact
  • Communicate changes and explain service impact
  • Manage Client operating systems and productivity software
  • Strictly enforce client computer security policy
  • Technical training and mentoring programs for team members
  • Assistance with third party service provider issues
  • Maintain thorough knowledge of MainOne IT operations, policies and procedures
  • Ensure data backup for laptop computers
  • Execute special projects as needed
  • Work with Security Specialist to manage client computer security
  • Maintain high professional standard and good customer relations with internal customers
  • Maintain accurate and complete documentation for all service requests
  • Continue to strive for the best service delivery method
  • Set and monitor KPI for direct reports
  • Provide monthly statistical reports on issues reported and treated



Skills  & Competencies:

• Technically skilled with in depth knowledge of distributed applications and web platforms

• Understands OSI model and has knowledge of TCP/IP

• Knowledge of Microsoft Dynamics AX ERP and SharePoint platform

• Knowledge of Exchange E-mail and Outlook 2010 client

• Strong knowledge of the Windows OS desktop environment

• Hands-on experience and thorough knowledge of computer hardware

• Experience with establishing and managing the integration of industry best practices

• Strong knowledge and practice of ITIL V3

• Excellent interpersonal and communication skills

• Ability to proactively work on problems of diverse scope

• Exhibit tact, analytical and critical-thinking skills

• Appropriately handle highly confidential and sensitive information

• Assertive and able to work successfully in a demanding work environment

• High level of energy and flexibility

• Exceptional organizational, prioritizing and multi-tasking skills

• Strong initiative, resourcefulness and follow-through

• Sound fiscal responsibility



Qualification/ Experience Requirement:

Minimum, BSc. Degree in IT, CIS or related discipline


• ITIL V3 Certifications

• Service Desk Certification

• 5+ years working in IT Service Desk function


Method of Application

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