• Application Deadline: Mon, 21 Sep 2026 00:00:00 GMT
• Position: State Helpdesk Officer - Lagos



• Job Type Contract , Onsite



• Qualification BA/BSc/HND



• Experience 2 years



• Location Lagos




• Job Field Customer Care, Success and Service 
  
  

Duties

• Operate the state-level program help desk (in person, by phone and/or through other designated channels), responding to enquiries from prospective and enrolled participants, community members and partners in a timely and courteous manner.


• Provide accurate information on program eligibility, application procedures, training schedules, Youth Agribusiness Park access, and available support services (finance linkage, starter kits, mentorship).


• Receive, log and route participant and community feedback, questions and complaints (including safeguarding-sensitive concerns) to the appropriate focal point, in line with the program's complaints and feedback mechanism and safeguarding procedures.


• Support outreach and community sensitization activities to raise awareness of the program, particularly among young women, persons with disabilities, and internally displaced youth.


• Maintain an organized, up-to-date log/database of enquiries, referrals and resolutions for reporting and continuous improvement purposes.


• Support monitoring of relevant local policy, regulatory and market developments affecting youth agribusiness in the state, and flag emerging issues to the State Field Coordinator and PMO.


• Assist with registration, attendance tracking and basic support during training sessions, cohort enrolment and Youth Agribusiness Park events.


• Coordinate with the State Training Officer, State Admin and Logistics Officer, and other state team members to ensure participants receive consistent and accurate information.


• Prepare periodic summary reports on help desk activity, common enquiry themes, and feedback trends for the State Field Coordinator and PMO.


• Uphold IITA's safeguarding, confidentiality and code-of-conduct standards in all interactions with participants and the community.


• Perform other related duties as assigned by the supervisor

Requirements

• Bachelor's degree or equivalent qualification in Social Sciences, Communications, Development Studies, Agriculture or a related field with a minimum of 2 years of experience in customer service, community engagement, front desk operations or a similar public-facing role, preferably within an NGO or development program is required.

Competencies:

The ideal candidate must have:

• Excellent interpersonal, listening and communication skills, with fluency in the local language(s) of the state/district and English (or French/Krio as applicable in Liberia/Sierra Leone).


• Good working knowledge of the local community, culture and context, including sensitivity to the needs of young women, persons with disabilities and displaced persons.


• Basic computer literacy (Microsoft Office) for recording and reporting enquiries.


• Patience, discretion and a strong customer-service orientation, with the ability to handle sensitive or difficult conversations professionally.


• Willingness to travel locally within the state/district, including to Youth Agribusiness Parks and community locations.


• Excellent customer service and interpersonal skills.


• Strong verbal and written communication skills.


• Ability to communicate effectively with diverse stakeholders.


• Strong organizational and record-keeping skills.


• Ability to manage multiple tasks and work under pressure.


• Good problem solving and conflict resolution skills.


• High level of integrity, confidentiality, and professionalism.


• Proficiency in Microsoft Office applications and digital communication tools

Benefits

• We offer highly competitive salary with equally attractive benefits and excellent working conditions in a pleasant campus environment.