Growth in Value Alliance (GV Alliance) Partners - Our client, a top tier Commercial Bank, is recruiting suitable candidates to fill the vacant position below:
Job Title: IT Service Desk Officer
Location: Lagos
Job Description
- We requires the service of a highly skilled IT Service Desk Officer who will act as the first point of contact for Managed Service customers.
- The primary objective of the role is to provide first time resolution.
- This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to the specialist teams to investigate and resolve.
- This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products including; Hosting (Linux and Windows), firewalls and/or WAN (wide area networks) technologies.
Responsibilities
- Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
- Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution
- Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
- Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
- Diagnosing and resolving problems to the customers satisfaction
- Maintain and develop own knowledge and skills to assist with first time fault resolution
- Identify and escalate repeat issues or service risks into service management teams
- Sharing knowledge with team colleagues
- Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational.
Requirements
- First Degree in Computer Science or any related discipline
- Minimum of 5 years experience in area of specialization
- Practitioner certificate in ITIL is a must
- Experience in IT service support and delivery experience
- Provides understanding of service delivery and service support environment
- Must be able to demonstrate a customer-first approach to support
- The ability to liaise and communicate confidently and professionally with customer representatives at all levels
- Natural aptitude for troubleshooting & problem solving
- Have solid experience in a helpdesk or technical support environment
- Highly organised and able to work on own initiative to complete the range of tasks required
- Flexible and willing to work outside core business hours as required.
Technical Knowledge:
- Be qualified to at least one of the following levels
- Cisco certified network associate (CCNA)
- Microsoft certified solutions associate (MCSA)
- Fortinet certified network security administrator (FCNSA).
Application Closing Date
20th October, 2021.
https://www.hotnigerianjobs.com/hotjobs/377927/it-service-desk-officer-at-a-toptier-commercial-ba.html