Job Title: ICT Service Desk Officer
Reference: ACN/ICT/ISDO/0313
Organisation: Aero Contractors Company of Nigeria Limited
Reports To: ICT Senior Officer – Service Desk
Function: ICT
Sub Function: N/A
Location: Lagos, Nigeria
Purpose Statement: To operate as the 1st point of contact and provide technical support to all users regarding ICT related problems
Key Accountabilities: – Operate as 1st point of contact for all users requiring ICT related assistance by receiving such requests via email, telephone, and verbal or in written form. – Record and update all ICT related actions / tasks carried out into the ICT logging system – Provide feedback to users regarding new or outstanding requests – Provide technical level I solutions to all ICT related problems – Perform effective preventive maintenance on all user related ICT Infrastructure both in business and residential locations. – Provide ICT related advice and guidance to end users. – Ensure the enforcement of company ICT rules and regulations. – Add, remove, and update user related data on all company Workstations. – Add, remove, and update company related data on all company Workstations. – Apply OS updates and configuration changes on all company Workstations
Knowledge, Skills and Experience: This position requires a graduate with a University Degree in Computer Sciences/ Engineering with at least 2years relevant experience. ITIL certification and relevant Certification(s) would be added advantage. Knowledge of customer relationship management as relates to issues, incidents and service requests as well as management of critical customer incidents and escalation management. Knowledge of service desk incident logging and knowledge management. Excellent knowledge of ICT processes and work practices. Excellent knowledge of service desk incident logging and knowledge management. Good understanding of the capabilities of ICT Infrastructure.
The following skills are essential: – Analytical ability – Creative imagination and problem solving – Must be Computer Literate
Deadline: 29th March, 2013.
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