The Dangote Group is one of the most diversified business conglomerates in Africa with a hard-earned reputation for excellent business practices and products' quality with its operational headquarters in the bustling metropolis of Lagos, Nigeria in West Africa. The Group's activities encompass: Cement - Manufacturing / Importing Sugar - Manufacturing & Refining Salt - Refining Flour & Semolina - Milling Pasta - Manufacturing Noodles - Manufacturing Poly Products - Manufacturing Logistics - Port Management and Haulage Real Estate Dangote Foundation Since inception, the Group has experienced phenomenal growth on account of quality of its goods and services, its focus on cost leadership and efficiency of its human capital. Today, Dangote Group is a multi-billion Naira company poised to reach new heights, in every endeavour competing with itself to better the past. The Group's core business focus is to provide local, value added products and services that meet the 'basic needs' of the populace. Through the construction and operation of large scale manufacturing facilities in Nigeria and across Africa, the Group is focused on building local manufacturing capacity to generate employment and provide goods for the people.
Description
We are seeking an experienced IT Helpdesk Engineer with ITIL & ITSM certification to join our IT team. The successful candidate will provide advanced technical support and assistance to employees. The ideal candidate will have a strong understanding of ITIL principles, excellent problem-solving skills, and the ability to resolve complex technical issues efficiently.
- Provide advanced technical support for hardware, software, and network issues
- Respond to and resolve complex helpdesk tickets in a timely and professional manner
- Utilize ITIL principles to identify, analyse, and resolve technical issues
- Collaborate with senior IT staff to resolve critical technical issues
- Develop and maintain knowledgebase articles to improve technical support
- Provide training and guidance to junior helpdesk staff
- Develop and maintain technical documentation
- Ensure compliance with ITIL processes and procedures
Requirements
- Bachelor’s degree (BSc/BE) in computer science, Information Technology or any related field
- ITIL Intermediate Certificate (v3 or v4) or higher
- ITSM certified
- Minimum 3-5 years of experience in an IT helpdesk or technical support role
- Strong understanding of ITIL principles and processes
- Strong knowledge of various Operating Systems: Windows, macOS, Linux
Hardware experience: Desktops, Laptops, Printers, Mobile Devices - Software: Microsoft Office, Google Workspace, Antivirus software
Networking: TCP/IP, DNS, DHCP, Wi-Fi
IT Service Management: Incident Management, Problem Management, Change Excellent problem-solving and analytical skills - Familiarity with IT service management tools and software
Key Performance Indicators (KPIs)
- First Call Resolution (FCR) Rate
- Average resolution time
- Total number of tickets handled within a specific period.
- Customer Satisfaction Score (CSAT)
- Average ticket response Time
- Average time taken to respond to a new ticket after it is submitted.
- Resolution SLA Compliance
- System Uptime
- Average Handle Time (AHT)
Soft Skills
- Excellent problem-solving and analytical skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- Strong communication and interpersonal skills
Nice to Have
- Experience with cloud computing platforms (AWS, Azure, Google Cloud)
- Knowledge of scripting languages (Python, PowerShell, etc.)
- Certification in CompTIA A+, Network+, or Security+
- Experience with IT project management
Method of Application
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