Helpdesk and ICT Support Assistant at Kaduna Electricity Distribution Company

Kaduna Electricity Distribution Company (RC 638640), is one of the eleven successor distribution companies of the defunct Power Holding Company of Nigeria (PHCN). Kaduna Electric, a registered trademark of Kaduna Electricity Distribution Company, is licensed by the Nigerian Electricity Regulatory Commission (NERC) to distribute and retail electricity within a service coverage area of Northwestern-most of Nigeria. It has its Headquarters in Kaduna, with offices in Kebbi, Sokoto and Zamfara States.

Kaduna Electric is looking to employ young, vibrant professionals to fill the position below in the Information and Communication Technology Department:

Job Title: Helpdesk and ICT Support Assistant

Job Type: Full-time
Location: Kaduna State

Job Summary

• Provide 1st line technical support; answering support queries via phone, email and Helpdesk Management System.
• Respond to all trouble calls, emails and Log it into helpdesk Software log, Interacts with internal users to resolve basic helpdesk issues; communicates in a professional manner and maintaining confidentiality.
• Taking ownership of user problems and be proactive when dealing with user issues and escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams.
• He or She will also provide necessary support to the Head ICT in terms of report analysis and trouble ticket resolution and follow up.

Principal Duties and Responsibilities

• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Tracking issues to resolution and updating the internal knowledgebase.
• Identify and escalate situations requiring urgent attention
• Prepare activity reports ,track and route problems and document resolutions,
• Stay current with system information, changes and update
• Undertake health and safety duties and responsibilities appropriate to the post and ensure that satisfactory standards of health, safety and security are maintained in accordance with the company HSE Procedures
• Assists in administering and maintaining local and web-based versions of our tracking software.
• Develop maintenance schedules and procedures, monitoring system performance, activity and identifying network intrusion using a wide range of network software diagnostic tools and techniques, collecting performance statistics and creating reports
• Helps set up and maintain computer stations and software and support corporate applications, Updates company phone lists and email address books.
• Creates User profile, email accounts for new users and assists with basic troubleshooting, backup, and archiving
• Utilize and maintain the helpdesk tracking software
• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the ICT helpdesk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Document internal procedures
• Assist with onboarding of new users
• Maintain inventory of all equipment, software and software licenses

Competency and Skill Requirements

• Knowledge of Technical support, systems and network administration processes and procedures within KADUNA ELECTRIC
• Ability to provide technical support and working to set deadlines given the available resources
• Working innovatively to employ and deploy systems and network administration technologies
• Knowledge of the ITIL methodology, change management processes and risk management processes
• Working with a variety of other ICT staff and support existing processes
• Knowledge working with Microsoft Office applications

Experience and Minimum Requirements

• Basic requirement of Senior Secondary School Certificate -  Ordinary Diploma/ Equivalent
• ICT technical support experience
• 3+ years' experience in related field and Industry
• Extensive experience with systems and network administration in energy utilities
• Any ICT related certification or training will be an added advantage

Application Closing Date
Thursday, 23rd April, 2015

Method of Application
Interested and qualified candidates should:
Click here to apply online