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Help Desk Manager at ACTIVA ASSURANCES



ACTIVA Group is looking for :

Job Title : 01 Help Desk Manager

Job Location : Douala– Cameroun 

Type of contract : Unspecified duration contract

Mission statement : In alignment with our Company Program NEOS, we are moving from a country by country solution to a centralized approach with one person, supporting the area assisting by local providers or local IT Managers for tickets that can't be resolved remotely.

Accountabilities & related activities:

  • Serve as the first point of contact for customers seeking technical assistance via the Help Desk tool
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers 
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Record events and problems and their resolution in logs. 
  • Follow-up and update customer status and information 
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures. 
  • Train end users on digital solutions
  • Configure the workstations and perform the functional tests. 
  • Carry out installation, cleaning and adjustment operations on equipment (local servers, printers, telephones, workstations, etc.)
  • Participate in the implementation of prototypes for future tools (chromebook, collaborative tools, tablets, Servicenow .)
  • Ensure that backups and restores run smoothly.

Qualification and Required Skills

Diploma : Bachelor’s degree Information Technology, having a ITIL Certification will be a plus,

Work Experience : Service Desk management experience with extensive experience on IT Operations Support.

Knowledge and Knowhow Specific to the job:

  • Good knowledge on multiple technologies such as Microsoft, Network, Google, ERP, VMWare, Database, etc.
  • Good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. He must also be customer-oriented and patient to deal with difficult customers

Management and behavior skills:

  • Assertive in communication, strong ability to communicate with both local and international customers and partners, and also with ACTIVA managers. 
  • Good English language skills are required both in written and spoken. 
  • Possess high degree of flexibility and able to cope with strong pressure and heavy workloads.

How to apply?

A detailed CV with telephone contact and e-mail address, must be submitted exclusively to the e-mail address drh@group-activa.com with the subject “HELP DESK MANAGER” no later than July 27 2020.

PS: Only the pre selected candidates will be contacted.

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