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Service Desk Analyst at Dangote Industries Limited

The Service Desk Analyst is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Analyst answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Analyst escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

Key Responsibilities:

  • Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
  • Respond to questions from all emails and callers.
  • Become familiar with each client and their respective applications.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
  • Become familiar with Service Desk policies and services.
  • Become familiar with the Systems, Network, Database, Engineers, administrators, developers, and each team in the IT Department.
  • Other duties as assigned by the Service Delivery Manager.

Requirements:

  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
  • Excellent oral and written communication skills.
  • Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
  • Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Creativity. Ability to think around problems and come up with creative solutions is helpful.
  • Ability to work with or without direct supervision

Operational Requirements:

  • Serve as the single point of contact within Dangote Group as well as group companies and subsidiaries for IT related issues
  • Dealing with hardware and application support queries and issues reported to the support desk
  • Take ownership and responsibility of an issues from start through to a successful resolution
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
  • Dealing with queries by following departmental procedures for fault resolution
  • The duties requires that the Service Desk Agent receives and logs work requests using ticketing applications such as Spiceworks or related applications
  • Ensures that supported customer accurately completes the approved work request with the date and time of submission
  • The Service Desk Agent must ensure the support team members close out their work orders properly
  • Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
  • Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
  • Maintain adequate knowledge of operating systems and application software used to provide a high level of support
  • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

BENEFITS

A chance to be a part of the dynamic IT team driving digital change within Africa's premier indigenous manufacturing conglomerate.

 

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