Service Desk Support Officer at International Energy Insurance Plc

About the Role

An exciting opportunity has arisen for a motivated professional to join International Energy Insurance Plc in Lagos, Nigeria as a Service Desk Support Officer.

Duties and Responsibilities

• Ensure logging and follow-through to resolution of all incidents and service requests on the IT ServiceDesk solution
• Generate scheduled and on-demand reports on IT service levels delivery
• Follow up on all logged incidents and service requests to resolution
• Ensure optimal utilization of IT Service Management tools
• Provide OS support for Windows, MacBook, Windows Server 2012 R2, 2016, and CentOS
• Provide support for Microsoft products including Office (various versions)
• Troubleshoot, diagnose, and resolve technical hardware, software, and network issues
• Maintain and provide support for web/video conferencing and collaboration applications including Zoom and Microsoft Teams
• Provide end-user and product support for printers and photocopiers
• Deliver onsite and remote troubleshooting and support to end-users
• Identify, diagnose, categorize, and record reported queries and provide solutions
• Escalate unresolved problems to higher levels of support
• Record events, problems, and their resolutions in logs
• Provide one-on-one training when requested
• Manage the IT recycle program for the organization
• Serve as the first point of contact for staff regarding collection of new hardware and replacement of hardware
• Maintain technical documentation and service catalogue on software installation, hardware configuration, and problem troubleshooting
• Keep IT Assets inventory up to date

Educational Qualifications and Training

• Bachelor's Degree in Information Technology, Computer Science, or related field
• Minimum 2-4 years of work experience

Skills and Abilities

• First line software maintenance and support (Email and Collaboration Platform, Network Infrastructure, and IT Hardware and Peripherals)
• Specialist knowledge of operating systems, devices, applications, and software
• Knowledge of IT services and service management practices