You would be responsible to take charge of the situation and help continue the improvement process which is in line with IT process and policies. This would involve coordinating between customers, technical team and functional leads across AKU to capture information from a diverse audience, discover the root cause, and help put permanent fixtures in place.
Responsibilities:
Your responsibilities include, but not limited to;
Operational supervisor for the team, who is the front face of IT Support.
Ensure optimal use of resources, with the high response level 24x7.
Ability to adapt with changes and to be responsive in any/all situations.
Applying creative and critical thinking and diagnostic ability to get the root cause and champion the cause to implement solutions.
Benchmarking with other companies and spotting new trends in business processes and latest technology.
Creating the key concepts, guiding principles and design of new solution/revised process which can raise the operational capacity of the team.
Advice the functional business managers/users in striving for the implementation of best practices/processes and IT capabilities to support the function of the ServiceDesk and help eliminate areas which cause problems.
Consider multiple options, analyze alternatives, and select the one that best supports the business need and technical reality.
Proactively recognize and report on trends leading to recurring technical problems.
Recommend and contribute to workflow, system, process, and procedure improvements within position, team, and department.
Any other tasks assigned by Manager, IT.
Requirements:
Bachelors in Computer Science/Engineering
Minimum 4-5 years experience in technical field as well as supervisory role with proven results.
Ability to document, critically analyze and assess a variety of information, identify priorities and resources and propose alternatives business processes.
Ability to communicate effectively orally and in writing and to present documents in non-technical language
Ability to establish and maintain effective working relationships in a multi-disciplinary work environment and be on stand-by for any/all escalations.
Have a calm personality, but be firm
Excellent requirements gathering and process mapping skills
Multi-tasking ability and good judgment with ability to work under pressure
Must be able to trouble shoot IT systems at module level.
Must also have knowledge of the operating characteristics of Desktop operating systems, MAC, Linux and troubleshooting skills related to it.
Good communication and interpersonal skills.
Unfortunately, the job you are looking for is closed.
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