POSITION: ICT Supervisor

Report to: ICT & IP Network Manager

Role Summary/Purpose

As ICT Supervisor your primary mission is to oversee the helpdesk team, ensuring efficient and effective resolution of IT-related issues. You have to maintain high levels of customer satisfaction, minimize downtime, and support the overall IT infrastructure of the organization.

Technical activities:

• Maintain, support, and develop all IT-related systems, operations, and services necessary to ensure optimal performance of company infrastructure
• Daily follow-up on all tasks, which includes the exchange server and the domain controller with relationship to user activity
• Make recommendations regarding system management, improvements, and enhancements
• Weekly review of all the open task and closed task
• Develop internal ICT workflow processes
• Troubleshoot and diagnose problems (Printer, Computers, Access points)
• Co-ordinate all the Rural stores and ICT activities
• Conduct regular audits of computer systems, networks, vendors, and other external resources
• Train staff on new technologies and new processes

Ensuring all installations, Maintenance, and upgrades are carried out on schedule according to company policies

Administrative and organization activities:

• Participate in the evaluation of suppliers
• Performance Monitoring and Reporting:
  • Track key performance indicators (KPIs) to measure the efficiency and effectiveness of the helpdesk team.
  • Generate reports on helpdesk activities, identifying trends and areas for improvement
• Write and update all deliverables related to projects or developments
• Participate in the various technical committees (Expert committee, architecture review…)
• Process Improvement:
  • Identify and implement process improvements to enhance the efficiency of helpdesk operations.
• Stay updated on industry trends and incorporate best practices into the helpdesk procedures.
• Ensure high levels of customer satisfaction by maintaining clear communication and providing timely updates on issue resolution.
• Develop and implement customer service strategies to enhance the user experience.
• Perform or ensure the training of the operational team and users.

Education Qualifications Requirements

• Bachelor’s degree in computer science or relevant technology field
• 1+ year of work experience as a supervisor of an IT operation or support center is an added advantage

Job Specific Competencies

• Excellent written and verbal communication abilities
• Ability to use Microsoft office suites is an added advantage
• Any relevant IT certificate from a recognized professional body will be an added advantage
• Excellent diagnostic and problem-solving skills
• Customer Service Orientation: A focus on delivering high-quality service and maintaining customer satisfaction.

To apply:

Please submit via email your letter of application along with your recent curriculum vitae as well as copies of your academic credentials to hr.olr@orange.com

Deadline for receipt of applications: 22th October 2024 at 5:30 p.m.

Please note the following:

• Only short-listed candidates will be contacted
• Female applicants are highly encouraged to apply.