Lagos Business School (LBS) delivers executive programmes aimed at systematically improving the practice of management in Nigeria.
In 2007, LBS consolidated its status as Nigeria’s premier business school by ranking for the first time among the top 50 business schools in the world, in the area of open enrolment programmes, by the Financial Times of London. LBS is still the only Nigerian business school to be included in this prestigious world ranking.
SYSTEM SUPPORT ANALYST
To provide second level operational and technical support to LBS ICT users in order to ensure efficient and effective usage of deployed ICT solutions and services.
Department: Information and Communication Technology
Reports To: ICT Systems Administrator
Directly Supervises: Nil
Position Type: Regular/Permanent/Full Time
ESSENTIAL DUTIES/KEY JOB ROLES AND RESPONSIBILITIES include but not limited to the following:
Provide first and second level support through taking calls and handling the resulting incidents or service requests using approved incident management and request fulfillment processes.
Serve as backup to System Administrator and Infrastructure Engineer
Act as a point of contact for both internal and external ICT customers
Provide training and guidance to users on desktop and printing related needs to ensure efficient and effective utilization of deployed solutions for improved productivity
Support the production of standard configurations, documentations, processes and procedures to aid structured way of ICT service delivery and support.
Provide technical assistance and knowledge during ICT project implementations to aid successful delivery
Aid the actualization of initiatives that will guaranty security of the School’s ICT networks, systems, software and data.
Ensure availability of networks, systems, software and data by supporting all recommended maintenance arrangements, disaster recovery planning, business continuity arrangements and risk management.
Act as one of the focal points of ICT disaster recovery implementation
Aid the actualization of established structures and procedures that support timely, effective, proactive and efficient user support
Act as a major implementation agent of the ICT service level agreement with external suppliers and operational level agreement with internal customers
Aid ICT management decision making on service support, delivery and continuous quality improvement by making available periodic service request/fulfillment statistics and management reports
Supervise Service Desk staff and provide requisite training for them when needed
KEY PERFORMANCE INDICATORS
High level of customer satisfaction
Effective resolution of technical problems through resource management and issue prioritization
Well planned change control and minimum unplanned downtime of ICT facilities
Security of networks, systems and data
Continuous development approach to skills
GENERIC /TECHNICAL COMPETENCIES
Good customer service
Good and flexible communication, interpersonal and influencing skills
Supplier management skills
Good written and spoken English
Telephone etiquette
Good business orientation
Good knowledge of network/systems design, analysis, productivity tools and operating systems
Conversant with ITIL processes
Project planning and change management skills
QUALIFICATIONS
BSc or B.Eng. Electrical/ElectronicComputer Engineering or related qualification
Professional Qualification
CCNA, MCP (Microsoft Certified Professional), ITIL
EXPERIENCE
Minimum of 2yrs experience installing and supporting all of the following: Windows Active Directory, Windows 2007/2010 professional, Cisco Networks (voice, video & data), VPN, TCP/IPtroubleshooting and Microsoft Office suite
SALARY GRADE
Administrative
TO APPLY
Interested candidates should forward their CVs to: careers@lbs.edu.ng on or before Tuesday, May 31, 2016.
Only short-listed candidates shall be contacted. LBS offers equal employment opportunity to all applicants.
DUE DATE: 31 May, 2016
Career at Lagos Business School (LBS), Tuesday 24, May 2016
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