Help Desk Manager, Meghna Group of Industries. | alljobsbd.com ...

Job Description / Responsibility

• Management of continuous service improvement / service desk strategy / management of SLAs / managing and improving user satisfaction / managing and improving service quality / ensure a clear strategy of staff development is available / manage the performance of all direct reports through the use of appraisals, objective setting, training and development.
• Provide management support for the MGI IT service support operation, and in other areas where Change / Project Management requirements determine this to be appropriate
• Provide day to day management oversight for the service desk operation to ensure incidents and service requests and escalations to IT management are dealt with in a timely fashion.
• Undertake scoping and project management for small/medium improvement projects to improve existing applications and services.
• Provide additional management/Technical support for user service centre configuration/ workshop / Testing activities at peak times during the IT project implementation.
• Provide regular reports to CIO on issues relating to the MGI service support operation.
• Capture & log suitable entries in the company?s Value for money log.
• Manage day to day issues with suppliers (support/billing) to ensure efficient support and value for money is provided, escalating issues to CIO as appropriate.
• Provide input into IT budget preparation process for services from third party suppliers.
• Ensure application patches are tested, authorized and applied in a timely fashion in accordance with the requirements of internal audit.
• Ensure cyclical works such as DC/DR testing, penetration testing and software & hardware audits are completed in a timely fashion.
• Processes all MGI IT requirements in an accurate, timely and efficient manner.
• Order, store and distribute supplies and equipment for assigned programs.
• Review documents for accuracy, completeness and conformance to established procedures.
• Assist the MGI IT Office staff to develop, maintain and update documentation relating to purchasing, delivery and inventory.
• Maintains accurate and up-to-date documentation associated with MGI Purchase.
• Monitor and maintain assigned budgets, accounts and other financial records.
• Develop and maintain MGI IT Office filing, records and inventory systems, paper and electronic, including materials of a confidential nature.
• Assists the Application & Infrastructure Manager to ensure the hardware and software inventory is accurate and up-to-date.
• Manage and monitor the check-in and check-out of all MGI IT equipment.
• Compile information from various sources for inclusion in MGI Office data systems.
• Respond to inquiries and provide information concerning policies, procedures, standards, rules and regulations related to assigned program or function.
• Assists the MGI IT engineers and technicians to manage and monitor phone, email and help desk requests for technical assistance from users regarding hardware, Software, networking, and other computer-related technologies.
• Prepare materials, including development of specific user application instructions.
• Informs the other MGI IT Staff and CIO of critical problems that would impact productivity while following procedures to insure critical problems are resolved in a timely manner.
• Assists the MGI Office staff to ensure MGI service levels are met, as defined by the MGI Office.
• Assists the MGI IT Office staff to plan, manage and monitor the installation of new, and the disposal of old client PC computers and peripherals.
• Assists the MGI IT Office staff to manage and monitor the PC client computer and peripheral preventative maintenance program.
• Prepare a report of usage of the client computer, printer and peripheral and other system resources and any misuse and/or abuse to the CIO.
• Performs other duties as directed by the management that are not inconsistent with the qualifications and skills required for this position.

Job Nature

Full-time

Educational Requirements

• Minimum Bachelor?s Degree in Computer Science/ Engineering/ Information Systems/Technology or related discipline.
• Certification: MCSE/MCPD/CCNA/SCJP/ITIL

Experience Requirements

Additional Job Requirements

• Minimum 5 years successful IT office management experience, working in an organization with a similar size and scope as MGI.
• Experience working in data management (data entry, management and reporting)
• Experience in web site development and publishing
• Skills, knowledge and successful experience in the service, maintenance and repair of desktop and laptop computers, printers and other IT equipments.
• Experience in Legacy or IP-PABX, IP Telephony, LAN, WAN, VPN, CISCO Routing, CISCO Firewall and wireless network systems.
• Skills, knowledge, and successful experience in the operations and functions of ERP Application or business process (SAP/Oracle/MS Dynamics/Home grown ERP), MS Windows XP/7/2003/2008 and UNIX/Linux Operating System.
• Technical understanding of business application systems and their underlying hardware & Software.
• Exposure to Programming Tools (like Java/J2EE, .net, PHP).
• Exposure to Database Management Tools (like MS SQL, Oracle, MySQL etc) with the knowledge of SQL Scripts PLUS.
• Exposure to Windows 2003/2008, Exchange Server, LANs, WANs, Virtualization, TCP/IP, Routing, SANs, SQL Server, network design, firewalls, Active Directory, Group Policy, authentication, encryption technologies, system monitoring and management.
• Skills, knowledge, and successful experience of current versions of MS Office (MS-Word, Outlook, Excel, PowerPoint, Access) thorough knowledge of word processing, database, spreadsheet, and desktop publishing techniques and systems modern office practices, procedures and equipment financial and statistical recordkeeping techniques.
• Skills prepare, maintain and forecast statistical and financial departmental records and files
• strong interpersonal communication skills, including tact, courtesy and patience

Salary Range

Job Location

Dhaka

Job Source

alljobsbd.com Online job posting

Apply Instruction

Send your CV to jobs.it@meghnagroup.biz

Job expires at 11:26am on Friday August 31st, 2012

Source: http://www.alljobsbd.com/2012/08/08/help-desk-manager-meghna-group-of-industries/

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