Role: Team Lead, IT Service Desk
Department: Information Technology
Grade: ABO – SBO
Location: Victoria Island, Lagos
Responsibilities:
- Provides relevant inputs to the development and implementation of business-critical Information Technology Strategy and programmes that support and enhance operational efficiency and performance effectiveness of the banking business
- Assists in the development and update of IT policies and procedures, including service level agreements (SLAs) for the help desk, guidelines for users such as FAQ documents or employee handbooks for IT department personnel, to ensure that the department operates effectively and reliably.
- Manage incidents and service requests Achieve increased productivity and minimise disruptions through quick resolution of user queries and incidents
- Monitors and reviews the Service Desk operations and performance escalates tickets to ensure user’s problems are handled as expeditiously as possible
- Provides first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and incident entry via incident management tool
- Monitors the bank wide IT Service Desk Queue to ensure customer support tickets are properly categorized, including SLA selection, incident/service description, and technician assignment
- Coordinates the Logging of all user problem calls and walk-ups, document desk-side and remote support, and updates status information in the user support ticket
- Acts as the primary contact for handling critical incidents and VIP services tickets, and promptly escalates user problems and complaints to Senior IT management
- Reviews consolidated reports from E-business and concierge to identify and escalate user IT related issues
- Logs in to the helpdesk portal and exports overdue ticket for the week by department and then uses pivot table to arrive at the count per department
- Logs in to the helpdesk portal and spools request treated for the month by IT, requests treated by agents (IT Staff), requests treated by department
- Processes Vendor Payments (Cheque truncation service charge) by receiving invoices, raising opex tickets and obtaining signed for payment
Requirements:
- Bachelor’s degree in computer science, information technology, or a related field.
- Minimum of 5 years’ experience in IT support, with at least 3 years in a leadership role.
- Strong knowledge of IT service management (ITIL certification is a plus).
- Experience with IT ticketing systems and remote support tools.
- Excellent troubleshooting, problem-solving, and communication skills.
- Ability to work under pressure and manage multiple priorities.
To Apply: Send CV to justrecruitmenow@gmail.com