Help Desk Officer

We are recruiting to fill the position below:

Job Title: Help Desk Officer

Locations: Lugbe, Karu, Kuje, and Life Camp - Abuja
Employment Type: Full-time

Responsibilities

• Perform post-resolution follow-ups with clients
• Ensure department programs and processes are defined in accordance with department documented standards
• Planning, organizing, and managing staff in support of assigned business unit's products and services, overall help desk operation processes, while ensuring adherence to corporate and departmental policies, standards, and procedures
• Regularly review ongoing problems and follow up with problem owners regarding status and resolution
• Continuously review the effectiveness of current procedures/best practices and strive to identify improvement to processes, presenting recommendations (of automation or implementation) to business unit management
• Manage the 24x7 help desk operations center and oversee the continuous monitoring and service provided to both internal and external clients, ensuring through documentation and issues are brought to resolution
• Open and close AD accounts.
• Act as an escalation point for direct reports, tier 1, tier 2, and tier 3 technical operations support staff, placing the highest priority on ensuring the activities of assigned staff meet the timelines and quality needs of the assigned business unit
• Assist the leadership team with developing, maintaining, supporting, and optimizing key functional areas in regards to help desk support for assigned area
• Monitor, review, and quality check problem management ticket system to confirm problems are adequately resolved by staff teams

Requirements

• Candidates should possess an NCE qualification with 3 - 5 years experience.