IT Helpdesk & Business Support at InterSwitch

Interswitch Limited is an integrated payment and transaction processing company that provides technology integration, advisory services, transaction processing and payment infrastructure to government, banks and corporate organizations. Interswitch, through its “Super Switchâ€Â provides online, real-time transaction switching that enable businesses and individuals have access to their funds across the 24 banks in Nigeria and across a variety of payment channels such as Automated Teller Machines (ATMS), Point of Sale (PoS) terminals, Mobile Phones, Kiosks, Web and Bank Branches.

Job Purpose

• The IT Helpdesk and Business Support role is designed to provide comprehensive technical assistance and support to end-users within the organization.
• This position involves managing and resolving software and hardware issues, supporting business operations, and ensuring the smooth functioning of IT systems.

Key Responsibilities
IT Helpdesk Support:

• Technical Support: Provide first-line technical support to users by diagnosing and resolving hardware, software, and network-related issues.
• Incident Management: Log and track incidents and requests using the IT service management system, ensuring timely and accurate resolution.
• System Maintenance: Perform routine maintenance and updates on computers, servers, network equipment, and printers to ensure optimal performance.
• Software Installation: Install, configure, and maintain software applications and operating systems for end-users.
• Administration for M365, Teams, and Outlook, ensuring security and compliance.
• Install, configure, and maintain computer systems, printers, and peripheral devices.
• Monitor and ensure proper functioning of IT infrastructure, including internet connectivity, VPNs, and cloud services.
• Escalate complex issues to senior IT staff or external vendors when necessary.
• Document IT support requests, resolutions, and recurring issues in the helpdesk system.
• Administration of Cisco Devices: Manage, configure, and administer Cisco devices to ensure network stability and security.

Business Support:

• Business Support: Assist in the implementation and support of business applications, providing training and guidance to users.
• Documentation: Create and maintain comprehensive documentation for helpdesk procedures, troubleshooting guides, and user manuals.
• Communication: Communicate effectively with users, providing clear instructions and updates on the status of their requests.
• Training: Conduct training sessions for staff on new technologies, software applications, and IT policies.
• Assist in maintaining and troubleshooting enterprise applications (e.g., CRM, ERP, collaboration tools).
• Support onboarding and offboarding processes by ensuring employees have the necessary IT resources.
• Work closely with business units to understand their IT needs and suggest improvements.
• Provide training and user guides for common IT processes and best practices.
• Analyze and report on IT performance metrics to optimize support processes.
• Ensure compliance with company IT policies and data security regulations.
• Assist in IT procurement by researching and recommending hardware/software solutions.

Qualifications

• Education: Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 2 years of experience in an IT helpdesk or technical support role.
• Technical Skills: Strong knowledge of Windows, Linux and macOS operating systems, Microsoft Office Suite, M365, Teams, Outlook, and common business applications.
• Problem-solving skills: Excellent analytical and troubleshooting skills with the ability to resolve technical issues efficiently.
• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience with Active Directory, Office 365, and cloud-based applications.
• Excellent communication and interpersonal skills for interacting with end-users.
• Basic knowledge of IT security practices, including endpoint protection and data backup solutions.
• Experience with ticketing systems and IT asset management tools is a plus.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: Demonstrated commitment to providing high-quality customer service and support.
• Certifications: Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Professional (MCP), and Cisco certifications are a plus.

Method of Application