Senior IT Helpdesk Specialist at Coollink.ng

About the Role

We are seeking a Senior IT Helpdesk Specialist to lead and strengthen our IT support operations at Coollink. The Managed IT Services department serves as the backbone of client support and infrastructure operations, delivering reliable, proactive, and security-aligned IT support that enables clients to operate seamlessly.

The ideal candidate will ensure timely and effective resolution of technical issues, provide leadership and mentorship within the helpdesk team, and serve as an escalation point for complex user and system-related incidents. This role emphasizes excellence in service delivery, process improvement, and alignment with ITIL best practices and ISO/IEC 27001 standards.

Key Responsibilities

• Lead and coordinate day-to-day IT helpdesk operations, ensuring prompt and efficient user support
• Manage the full ticket lifecycle — logging, prioritization, assignment, and SLA-driven resolution
• Provide second-level and escalation support for hardware, software, and network issues
• Administer Active Directory, Microsoft 365, and user account permissions, ensuring secure access management
• Oversee new user onboarding and system provisioning (hardware setup, software installation, network configuration, printers)
• Mentor and coach helpdesk personnel to enhance technical expertise and service quality
• Maintain an up-to-date knowledge base, user guides, and troubleshooting documentation
• Identify recurring problems, perform root cause analysis, and recommend preventive measures
• Support IT asset management — tracking hardware, software, and license inventories
• Ensure compliance with IT policies and security standards (ISO/IEC 27001)
• Prepare detailed weekly and monthly performance reports, SLA metrics, and incident summaries

Key Competencies

Location

Lagos, Nigeria