At Huawei, we define human progress by innovations that enrich humanity. We do not view connectivity as a privilege, but a necessity. We believe that the impact of information and communications technology should be measured by how many people can benefit from it.
Huawei is a leading global ICT solutions provider. Through our dedication to customer-centric innovation and strong partnerships, we have established end-to-end capabilities and strengths across the carrier networks, enterprise, consumer, and cloud computing fields. Our products and solutions have been deployed in over 170 countries, serving more than one third of the world’s population.
Huawei’s vision is to enrich life through communication. By leveraging our experience and expertise in the ICT sector, we help bridge the digital divide by providing opportunities to enjoy broadband services, regardless of geographic location. Contributing to the sustainable development of society, the economy, and the environment, Huawei creates green solutions that enable customers to reduce power consumption, carbon emissions, and resource costs.
Job Title: Service Management Manager (FO)
Huawei Technologies – Lagos
Job description
Management the service desk team (call center or help desk team) to provision of hands-on technical support on all IT related issues (hardware, software and network related) to end users across the organisation.
Assist in the definition of service desk (call center or help desk)strategies, plans, policies, projects and service levels.
Develop (call center or help desk) policies, processes and procedures that ensure incident management and control and define how IT related issues are identified, received, documented and corrected.
Keep abreast of global and local best practice as it relates to the unit’s activities.
Continuously review the unit/team’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
Identify required resources, personnel, funding to achieve the unit’s strategy.
Establish and maintain relationships with key internal and external stakeholders.
Coordinate the activities of the Service Desk ( call center or helpdesk)/ Monitoring Center and ensure adherence to defined policies and procedures.
Coordinate the maintenance of error logs and ensure that appropriate steps are taken to facilitate speedy resolution of recurring service requests.
Coordinate the periodic analysis of issues and requests to identify frequently recurring issues and thus facilitate their speedy/efficient resolution.
Ensure the escalation of irresolvable issues to relevant specialists in other units e.g. LAN/WAN and hardware operational problems to Network and Infrastructure Support team; enterprise solutions-related issues to Enterprise Solution support team.
Provide input on possible enhancements to existing systems/ products, based on user queries/ feedback.
Provide input into the selection of end user hardware and software based on knowledge of technical issues associated with the proposed brands.
Coordinate the activities of external vendors for asset maintenance and repair.
Keep abreast of new end user technologies and apply knowledge to the customer.
Implement the function’s work programs and plans in line with agreed upon procedures and guidelines.
Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
Manage inter-functional relations to ensure synergy across the various departmental functions.
Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
Monitor and control the budgetary needs of the unit.
Prepare/compile agreed periodic activity and performance reports for the attention of the Director, IT.
Perform any other duties as assigned by the Director, IT.
Desired Skills and Experience
First degree or equivalent in a relevant discipline.
Postgraduate/professional qualification in a related field will be an added advantage.
At least 4 years call center or help desk work experience, with at least three (3) years in call center or help desk management role.
Bank working background is advantage.
How to Apply
Click here to Apply Online
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