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Help Desk Manager

Company:
Elsoma Construction
Location:
Lagos, Nigeria
Salary:
Salary is very attractive
Posted:
November 09, 2016
Description:

We are looking for a qualified Help desk manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.

As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Responsibilities

Manage the help desk team and evaluate performance

Ensure customer service is timely and accurate on a daily basis

Recruit, train and support help desk representatives and technicians

Set specific customer service standards

Contribute to improving customer support by actively responding to queries and handling complaints

Establish best practices through the entire technical support process

Follow up with customers to identify areas of improvement

Develop daily, weekly and monthly reports on help desk team’s productivity

Provide customer feedback to the appropriate internal teams, like product developers

Requirements

Proven work experience as a Help desk manager

Hands on experience with help desk and remote control software

Solid technical background with an ability to give instructions to a non-technical audience

Customer-service oriented with a problem-solving attitude

Excellent written and verbal communications skills

Team management skills

BSc degree in Computer Science, Information Technology or relevant field