End User Support Specialist at Credit Direct Limited

Credit Direct Limited a leading innovation-driven financial services company based in Lagos, Nigeria with branches spread across the country. We pioneered the unsecured micro-lending space in Nigeria and are positioned to be the dominant market leader in the Country and beyond. Our services are hinged on a partnership with employers and our customers to provide friendly innovative loan and investment products while our various repayment options give our customers the freedom, flexibility, and confidence to enjoy their lives. Our services are trusted by over 300,000 active customers, the largest endorsement in the Nigerian public and private sectors; and this has inspired us to remain the leader in Nigeria's micro-lending space.

Job Summary

• As an End User Support Specialist at Credit Direct Limited, you will be the primary point of contact for technical support related to Microsoft suites, assisting end-users with their hardware, software, and network-related inquiries.
• Your responsibilities will include troubleshooting and resolving technical issues specific to Microsoft Office applications, configuring user settings, and providing training and guidance to users.
• Your expertise in customer support and proficiency in Microsoft suites will play a critical role in ensuring a positive end-user experience and efficient IT operations.

Responsibilities

• Provide technical support and troubleshooting assistance to end-users regarding Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Teams.
• Assist end-users in installing, configuring, and maintaining Microsoft Office suite applications.
• Troubleshoot and resolve hardware, software, and network-related issues specific to Microsoft Office applications.
• Set up and configure user accounts, permissions, and access levels in Microsoft suites according to company policies and procedures.
• Collaborate with IT teams to escalate complex Microsoft suite issues and coordinate resolutions to minimize downtime and disruption to end-users.
• Document and maintain accurate records of support requests, actions taken, and solutions provided using a ticketing system.
• Develop and deliver training materials and conduct user training sessions to enhance end-users' proficiency in Microsoft Office applications.
• Stay updated with the latest features, updates, and best practices in Microsoft suites to provide proactive support and recommend improvements.
• Assist in the procurement and inventory management of Microsoft licenses and software updates.
• Contribute to the development and improvement of IT policies, procedures, and knowledge base articles related to Microsoft suites to enhance the end-user support experience.
• Collaborate with cross-functional teams to identify recurring Microsoft suite issues and propose long-term solutions to improve system stability and reliability.

Job Requirement

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Proven experience as an End User Support Specialist or in a similar technical support role with expertise in Microsoft Office applications.
• Strong knowledge of Microsoft Office suite applications, including Word, Excel, PowerPoint, Outlook, and Teams.
• Familiarity with troubleshooting hardware and software problems related to Microsoft suites, including installations, configurations, and compatibility issues.
• Experience in diagnosing and resolving issues specific to Microsoft Office applications.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts related to Microsoft suites to non-technical users.
• Strong customer service orientation, with the ability to remain patient and professional while assisting end-users.
• Ability to work well in a fast-paced, team-oriented environment.
• ITIL Foundation certification is a plus.

Person Specification

• Strong attention to detail and a commitment to providing high-quality technical support.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues specific to Microsoft suites.
• Strong interpersonal skills and the ability to establish rapport with end-users and collaborate effectively with cross-functional teams.
• Proactive and self-motivated, with the ability to prioritize tasks and manage time effectively.
• Flexibility and adaptability to changing priorities and business needs.
• A passion for learning and staying up-to-date with the latest features and updates in Microsoft Office applications.

Method of Application