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IT Service Desk Lead Apply Now

  Information Systems and Technology

Function: Service Desk Management/Network Support
Reporting to:  Head, IS&T
Location: Lagos
Travel Frequency: Occassional

Purpose of the Job

Provide 1st-level support and ensure quick issue resolution in alignment with defined OLAs. Ensure smooth running of end-user workstations and coordinate the installation, enhancement and operational support of local area networks (LAN) and PBX.

Expected Key Results 

  • End User Satisfaction
  • Operational Excellence
  • End User Productivity

Educational Qualifications 

  • Bachelor’s Degree in Computer Engineering, Electrical and Electronics Engineering or any IT related degree. (2.2/ Upper Credit Minimum)

Functional Skills:

  • Experience providing superior customer service and support
  • Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.
  • Proven knowledge and understanding of TCP/IP, SMTP, SNMP, VPNs, and security methodologies.
  • Thorough knowledge of voice and data communications techniques and technologies.
  • Domain knowledge of Asterisk-based PBX
  • Work Experience:
  • 1-2 years directly related work experience in a technical helpdesk position supporting Windows 7, 8 & 10, Microsoft Office tools or open source alternatives, and business applications in a business environment.
  • Other Requirements
    • Knowledge of multiple desktop programs, configuration and debugging techniques.
    • Experience supporting Windows 7, 8 & 10, Open source Office productivity tools like Libre Office, Mail clients (like Thunderbird, Outlook), Asterisk-based PBX, basic hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
    • Strong work ethic, detail-oriented as well as excellent oral and written communication skills.
    • Sound problem resolution, judgment and decision-making.
    • Strong interpersonal and organization skills, successful in working both independently and in a team environment.
    • Strong problem solving skills.