Vacancy for Help Desk /IT Support

Industry: Financial Institution

Location: Nationwide

Qualification:

* B.Sc.,HND Computer Science or other related courses

* Relevant I.T certification is an added advantage

* Must have completed NYSC

Salary Range : 200k - 280k

Benefits :HMO, Pension, Leave Allowance and 13th Month

Primary Responsibilities

•         Provide first-level technical support to end-users via phone, email, or in-person.

•         Act as a single point of contact for phone calls and emails from staff regarding IT incidents and Service Request

•         Receiving, logging and managing calls from internal staff via GSD Portal, telephone and email.

           1st line support - troubleshooting of IT related incidents from software to hardware, such as Laptops, PCs and Printers etc.

•         Troubleshoot basic network issues.

•         Escalate unresolved incidents to the next level support team.

•         Log all calls in the Service Desk Call Logging system (GSD)

•         Take ownership of user incidents and follow up the status on behalf of the user and communicate progress in a timely manner.

•         To maintain a high degree of customer service for all IT queries and adhere to all service delivery management principles.

•         Collaborate with other IT teams to ensure seamless delivery of services.

•         Monitor system performance and proactively identify potential issues.

•         Generate regular reports on service metrics, such as response times and resolution rates.

•         Maintain an inventory of IT assets, ensuring proper tracking, tagging, and documentation.

•         Other duties as assigned.

Summary of Responsibilities

•         Technical Support & Troubleshooting

•         System Maintenance & Updates

•         Service Management

•         User Training & Documentation

•         IT Asset Management

•         Monitoring & Reporting