Supervisor - IT Service Desk Support.Information Systems

Context

We are a leading telecommunications company that is in the process of transforming into a technology company, and build the largest and most valuable platforms, drive industry leading connectivity, create shared value and accelerate our portfolio transformation. Our goal is to create a culture that values innovation, agility, and learning, where everyone feels included and where data is leveraged to create value for our customers, in order to support delivery of our ambition.

In general and under the Direct Supervision of the IT Infrastructure Manager, to supervise delivery of IT services to both internal Customers and External Customers where applicable and as set by the IT Infrastructure Manager. To be fully responsible and fully accountable for performances related to IT Services delivered to customers internally and externally thanks to a proactive anticipation and handling of their requirements while ensuring quality of service. To coordinate direct reports under your supervision for the performance of their day-to-day activities through a proper teamwork spirit. To ensure that horizontally proper OLA are in place with Colleagues Supervisors in charge of Services and Systems. Ensuring that the team is always able to deliver IT services with a high standard in terms of quality of service, by ensuring that direct reports have needed support in terms of resources for adequate performance of their job.

Coordinating with other departments within the company to ensure that issues are resolved quickly and efficiently. Monitoring incoming requests for service desk support to identify trends in requests or complaints that may require further investigation by the team. Ensuring that all support requests are logged in a database so that they can be tracked and managed. Managing the team of support technicians or agents who provide technical support to internal and external clients. Providing training to new employees on the departmentâs policies and procedures regarding IT support Reviewing tickets, error logs, and other records to identify recurring problems that may need to be addressed by IT staff. Coordinating with other departments to ensure that requests are fulfilled in a timely manner. Responding to requests from clients via phone or email, using knowledge of computer systems to troubleshoot problems. Communicating with clients to gather more information about problems they are experiencing with computers or software applications. keep track of assetsâ health and status and take care of issues with devices or software solutions. keep track of persistent problems and see if there are any underlying issues and make sure that the team resolves all asset-related issues effectively and efficiently. keep track of any security issues or vulnerabilities associated with the assets and make sure that either theyâre patched on time or wonât affect the organization. Attend business review meeting with IT and Centralized Back Office. Handle the interdepartmental SLA and OLA and communication with all other departments. 

General working conditions: (E.g. shift work, driver license, specific tools, special clothing, environmental requirements, etc.)

Normal MTN Benin working conditions. May be required to work extended hours. Anywhere/Anytime work.

Continuous Risk & Compliance Management & Reporting

Perform and encourage continuous and effective risk management practice within your activities. Promote risk-based decision taken. Ensure effective escalation of key risks, compliance breach and non-ethical issues.  Demonstrate and encourage ethical behaviors. Promote Business continuity best practices and compliance to applicable regulations and internal PPPs (Policy, Process and Procedures).