IT Service Desk Officer at a Top Tier Commercial Bank - Growth in Value Alliance (GVA) Partners Limited

Growth in Value Alliance (GVA) Partners Limited - Our client, a top tier commercial bank, is recruiting suitable candidates to fill the position below:

Job Title: IT Service Desk Officer

Location: Lagos

Job Description

• Our client 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 / Skills / Experience

• 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 trouble shooting & 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
15th April, 2022.