Facility Helpdesk Officer at Food Concepts Plc

Food Concepts commenced operations in 2001. From inception, our aim has been clear-cut and focused: to revolutionize the food sector in West Africa and to deliver extraordinary satisfaction to our stakeholders.

Since launching in 2004, Chicken Republic (Subsidiary of Food concepts) has already opened 55 stores in Nigeria and Ghana. On this basis, we are proud of the brand’s hard-earned reputation as the fastest growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets). In addition, Chicken Republic was ranked as one of Nigeria’s top 20 brands across all categories (Financial Standards Awards 2009).

We are recruiting to fill the position below:

Job Title: Facility Helpdesk Officer

Requisition ID: 1560
Location: Lagos
Employment Type: Full time
Reports to (Title): Maintenance Manager
Department: Business Development Department

Job Purpose

• To provide first level contact and convey resolutions to internal customer issues.
• To escalate unresolved queries to the next level of support.
• To track, route and redirect issues to the right owners.

Core Responsibilities and Key Result Areas

• Provide first level contact and convey resolutions to internal customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update internal customer data and produce activity reports
• Walk internal customers through problem solving process
• Follow up with internal customers, provide feedback and see problems through to resolution
• Ensure proper recording, documentation and closure of issues
• Recommend procedure modifications or improvements
• Perform administrative work such as raising payment for vendors and managing imprest
• Perform other administrative functions as assigned

Key Performance Indicators

• Issues by status
• First response time
• Knowledge Requirements
• Working knowledge of help desk software, databases and remote control
• Advanced troubleshooting and multi-tasking
• Customer service orientation

Job Specification

•  A minimum of any technical training is required
• Possession of any technical professional qualification is an added advantage
• Minimum of 2 years’ experience in similar role
• Proven working experience in providing help desk support.

Application Closing Date
Not Specified.