• Application Deadline: Mon, 12 Sep 2022 00:00:00 GMT
• Position: IT Support Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• Job Field ICT / Computer 
  


• Salary Range ₦100,000 - ₦150,000/month
  

JOB DESCRIPTION

• Maintains work schedule and responsible for Installing and configuring computer hardware, software, systems, networks, printers, and scanners


• Provides adequate monitoring and maintenance of computer systems and networks


• Responds in a timely manner to service issues and requests


• Provides technical support across the company (this may be in person or over the phone)


• Sets up accounts for new users


• Repairs and replaces equipment as necessary


• Tests new technology


• Maintains full ownership of Help-Desk ticket through its lifecycle and Incident Management process. Ensuring all elements of the process, including Major Incident Management  are implemented and operationally managed.


• Maintains the Asset Management System and Devices Log.


• Maintains various Policy and Procedure documents.


• Provides first call resolution or triage for all calls.


• Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed work reports.


• Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution are made.


• Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested.


• Completes initial diagnosis and progress all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible.


• Escalates tickets to the appropriate Specialists/Technicians if required.


• Forward tickets/requests to 3rd party suppliers where necessary and manage progress of these through to closure.


• Monitors Risks, Issues, Action Logs and Dependencies.


• Manages service desk mailbox and Email System.


• Manages technician performance on a monthly basis with focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, expected telephony occupancy.


• Schedules engineers to conduct incident activity.


• Works with engineers to resolve incidents.

Job Type: On-site (Full-time)

Required Years of Experience: 2-3years