Helpdesk / Support Specialist at Ibadan Electricity Distribution Company (IBEDC) Plc

Job Description

• This job role provides IT service desk support to relevant stakeholders for business operations.

Job Responsibilities

• Serves as the single point of contact for all IT-related issues
• Resolve non-critical issues and escalate others to relevant departments within IT.
• Implement standard help desk procedures.
• Log all help desk interactions.
• Follow up with relevant departments in IT and users to ensure complete resolution of issues.
• Train computer users as necessary.
• Engages new employees in IT culture.
• Monitors the effectiveness of the Service Desk and makes recommendations for improvement.
• Prepare periodic and ad-hoc reports to relevant stakeholders.
• Performs any other duty as requested by Head Service Delivery.

Minimum Requirements

• A Bachelor's Degree in Computer Science or a related discipline
• A postgraduate degree in a relevant discipline is an added advantage
• Professional certifications in database management Programming are required
• 2-5 years Experience.

Technical Competencies:

• Good knowledge of ITIL Service Operations processes (preferably with formal certification)
• Proficient in the use of MS Office applications
• Proven experience using the following applications & technology - Desktop OS and applications, general familiarity with desktop, laptop, server, and network
• High proficiency in Microsoft Office, MCSE, ITIL, MCP
• hardware, ITSM tools, Monitoring tools, Remote management tools.

Behavioral Competencies:

• An analytical mindset with good problem-solving skills.
• Excellent negotiation skills
• Attention to Detail
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Excellent customer-facing/customer-service skills
• Able to work under pressure and meet deadlines. 
• Able to demonstrate a high degree of flexibility including shift and out-of-hours working.
• Excellent organizational skills.
• Able to manage sensitive and sometimes confidential information.
• Self-motivation and ability to take responsibility.
• Able to manage and prioritize tasks and time efficiently.