Latest Job Vacancy

Apply || MainOne Cable Nigeria Recruitment 2022 – IT Service Desk Manager

Apply || MainOne Cable Nigeria Recruitment 2022 – IT Service Desk Manager

Apply || MainOne Cable Nigeria Recruitment 2022 – IT Service Desk Manager

Application is currently open for MainOne Cable Nigeria Jobs in Nigeria –  Recruitment Position: IT Service Desk Manager – 2022 May/June Job Recruitment. Hurry Now And Apply

ABOUT || MainOne Cable Nigeria

MainOne Cable is a leading facilitator and preferred provider of innovative telecom services and network solutions, including Connectivity and Data Center Solutions, to West African Telecom operators, Internet Service Providers (ISPs), other businesses, and government institutions.

As the driving force behind our organization, MainOne Cable’s success is based on the talent and proficiency of our employees in their respective fields. A job with MainOne is unlike any other you have held. As a member of MainOne, you will be challenged, inspired, and proud to be a part of something significant.

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We are recruiting to fill the position below:

How To Apply For MainOne Cable Nigeria Recruitment 2022

JOB TITLE: IT Service Desk Manager

Location: Lagos
Department: Corporate Services & Development
Job Type: Permanent

RESPONSIBILITIES || IT Service Desk Manager At MainOne Cable Nigeria

  • The IT Service Desk Manager’s role is to ensure that end-users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of Service Desk functions.
  • He or she will be responsible for planning, designing, and analyzing the organization’s service desk according to best practices while ensuring high levels of customer service quality and availability. This individual will recommend, develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
  • The job holder will also manage service process design, and performance analysis, develop proactive resolution plans and contribute to escalated problem resolution by giving in-person, hands-on support to end users where necessary.

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Specific Responsibilities include the following:
Strategy & Planning:

  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
  • Analyze performance of Service Desk activities and document resolutions, identify problem areas, devise and deliver solutions to enhance the quality of service to prevent future problems.
  • Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
  • Liaise with vendors for the procurement of new systems technologies; oversee the installation and resolve adaptation issues.

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Operations Management:

  • Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in Help Desk requests and generate statistical reports.
  • Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
  • Identify, recommend, develop and implement end-user training programs to increase computer literacy and self-sufficiency.

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  • Oversee development and communication of help sheets, usage guides, and FAQs for end users.
  • Oversee the development, implementation, and administration of service desk staff training procedures and policies.
  • Train, coach, and mentor Service Desk Technicians and other junior staff.
  • Manage the overall desk activities and staff.
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Attend Change Advisor Board (CAB) meetings.
  • Monitor incident trends and anticipate potential problems for proactive

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QUALIFICATION || IT Service Desk Manager At MainOne Cable Nigeria

  • B.Sc./ HND in the field of Computer Science, Electrical / Electronics
  • 5+ years’ work experience in IT service desk and support
  • Certification in ITIL V3, MCSE/MCSA
  • Extensive application support experience
  • Extensive knowledge of computer hardware, including troubleshooting
  • Working knowledge of a range of diagnostic utilities. Experience with desktop and server operating systems, including Win10, Windows 2016 server etc.

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  • Familiarity with the advanced principles of ITIL, ITSM
  • Knowledge of Remedy ITSM, Microsoft EndPoint Manager,
  • Extensive knowledge of Microsoft SCCM, Microsoft AD, AutoPilot OS deployment, Microsoft MAM & MDM
  • Proven track record of developing and providing SLAs and Service Desk deliverables
  • Demonstrated progressive experience in the management of a technical support team
  • Understanding of the OSI model and knowledge of TCP/IP
  • Knowledge of Microsoft Dynamics 365 ERP and SharePoint platform
  • Good written, oral, and interpersonal communication skills

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Demands of the Job:

  • Solid relationship management and performance management skills
  • Ability to motivate and direct staff members and subordinates
  • Strong customer service orientation
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Ability to present ideas in business-friendly and user-friendly language
  • Highly self-motivated and directed
  • Keen attention to detail
  • Team-oriented and skilled in working within a collaborative environment

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For Interested and qualified applicants please Click the link below:


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