• Application Deadline:
• Position: IT Service Desk Engineer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 3 years



• Location Lagos




• Job Field ICT / Computer 
  
  

Key Responsibilities 

• Serve as the first point of contact for customers seeking technical assistance.


• Providing front-line support to end-users and customers via various channels (phone, email, chat, or in-person) to address IT-related issues and requests. This may involve troubleshooting hardware, software, network, and other technology-related problems.


• Receiving, logging, categorizing, prioritizing, and escalating IT incidents re-ported by users. Tracking incidents from initial report to resolution and ensur-ing timely updates to users.


• Managing the IT Service desk Portal, mailbox & Internal IT communications.


• Ensuring that the service desk meets SLA targets for incident response and resolution times.

Qualifications

• B.Sc. / HND in any relevant discipline.

Key Experience 

• Minimum of 3 years’ experience in IT service support

Knowledge & Competencies

• Vast and proficient in the use of applicable computer software and Mi-crosoft office suites.


• Knowledge of the ITIL service management framework.


• Excellent customer service skills, including empathy, active listening, and a positive attitude.


• Knowledge and interest in computer systems and the latest technologies.


• Ability to create and maintain knowledge base articles, FAQs, and standard operating procedures to aid in issue resolution and knowledge sharing


• Good communication skills – both written and verbal.


• Possess basic SQL knowledge


• Experience with ticketing systems and remote support tools