Helpdesk Officer at Sundry Foods Limited

Sundry Foods Limited is a food services company in Nigeria and have been in business since 2004. What started as a simple need to make great-tasting, healthy food accessible to all who want it at a price they can afford, has today grown to over 100 branches of food service brands across the country and still growing. Sundry Foods operates Nigeria's fastest growing quick service restaurant brands - Kilimanjaro Restaurants, Pizza Jungle Restaurants, Nibbles Bakery, Nibbles Creamery and KiliGrill.

A Helpdesk Officer is a frontline IT professional responsible for providing technical support and assistance to users within an organization. They act as the first point of contact for resolving IT-related issues, ensuring smooth operation of systems and minimizing downtime. 

Key Responsibilities

User Support:

• Respond to user inquiries via phone, email, or chat.
• Troubleshoot and resolve hardware, software, and network issues.

Incident Management:

• Log, track, and prioritize support tickets using helpdesk software.
• Escalate complex issues to higher-level support teams when necessary.

System Maintenance:

• Perform routine checks and updates to ensure systems are functioning optimally.
• Assist with software installations and configurations.

Documentation:

• Maintain records of issues, resolutions, and user feedback.
• Create and update user guides and FAQs.

Training:

• Provide basic training to users on new systems or applications.
• Security Compliance:
• Ensure users follow security protocols (e.g., password policies, data protection).

Tools and Technologies

• Helpdesk Software: ServiceNow, Zendesk, Freshdesk, Jira Service Desk.
• Remote Support Tools: TeamViewer, AnyDesk, Remote Desktop Protocol (RDP).
• Monitoring Tools: Nagios, SolarWinds, PRTG Network Monitor.
• Collaboration Tools: Microsoft Teams, Slack, Zoom.

Other Requirements: Microsoft Certification: MCSA, MCSE or MCITP Server Administrator is desirable. 

A minimum of three years relevant experience is required. The role may require travel so only candidates willing and available to travel while on the job should apply.

Required Qualification: A degree or certification in IT, Computer Science, or a related field. Certifications like CompTIA A+, ITIL, Cisco, Oracle or Microsoft Certified: Modern Desktop Administrator are advantageous.

Method of Application