Nigerian Bottling Company Plc Vacancy for Help Desk Manager

Nigerian Bottling Company Plc is part of the Coca-Cola Hellenic Bottling company (Coca-Cola Hellenic), one of The Coca-Cola Company’s largest anchor bottlers worldwide. Coca-Cola Hellenic operates in 28 countries, serves more than 560 million consumers and with 2.1 billion unit cases sales in 2009.
Nigerian Bottling Company Plc is recruiting for Help Desk Manager

Job Summary
Position: Help Desk Manager
Ref: HDM/01/11
Function Name: Management Information Systems
Experience: 5
Location: Head Office
Education: Bachelors Degree in Science, Engineering, Information & Communication Technology. ITIL Managers Certificate will be an added advantage,
Career Type: IT Service management

Role:
Reporting to the Infrastructure & Services Manager. This position manages the delivery of effective and reliable support service for company-wide IS resources. It identifies coaching needs, organize and facilitate training of systems users in accordance with authorized plans and procedures

Functional Area: MIS

Desired Candidate Profile
• Knowledge of Business Processes
• Good working knowledge of Computers, Networks and Application systems

Job Description
- Provide a one-stop information and solution point for users via controlled resolution of incidents and issues including
- Initiation of action, Documentation of root causes, and Implementation of opportunities and remedies.
- Record and track all incidents and complaints – 100% logging of all calls.
- Keep customers informed on request status and progress
- Manage the team that Provide 1st Level Support to Users
- Monitor and escalate Incidents relative to the appropriate Service Level Agreements
- Carry out quarterly Customer Satisfaction survey and publish result within a week.
- Maintain up-to-date inventory of all IT equipment
- Ensure that new user workstations are installed to standard.
- Administer I.S. Training schedules in line with I.S. training needs as defined by the Head of IS & agreed with HR.
- Organize training of users on standard, proprietary and developed application packages in conjunction with HR.
- Produce Training Manuals and documentation for in-house organized courses.
- Recommend Courses, Seminars and Training suitable for users and I.S. staff to Head of I.S.
- Ensure that the I.S. in-house training program is well publicized and adequately marketed to meet anticipated participants quest.
- Constantly review methods of delivery of lectures, quality of teaching aids and suggest improvements.
- Ensure all participants attendance records; documentation of all course materials and syllabuses are properly kept.
- Maintain and manage the I.S. Library and Archive.

http://www.nbcplccareers.com