Information Technology Service Desk Associate at IITA - International Institute of Tropical Agriculture

Closing Date: 5 September 2024

DUTIES:

• Adopt ITIL best practice, to handle incoming incidents or requests to the ServiceDesk via: telephone, email or (CRM) end-user portal (FreshWorks) to ensure courteous, timely and effective resolution of end user issues.
• Record end-user’s incident details with a high level of accuracy and carry out initial analysis on incidents and requests to assess appropriate next steps.
• Prioritize, schedule and escalate incidents as and when required, tracking and documenting ServiceDesk incidents from initial logging to resolution.
• Ensure that calls are closed correctly with the appropriate Root Cause Analysis (RCA) recorded and to the satisfaction of the customer who logged the call or request.
• Access software updates, drivers, knowledge bases and FAQ resources on the Internet/Intranet and the ServiceDesk application (FreshWorks) to aid in incident resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Use PC remote management tools (TeamViewer) over the network to resolve faults both at HQ and across stations.
• Perform desktop fixes including installing and upgrading configuration parameters and system and application software and check that anti-virus software and virus definitions are up-to-date
• Sever as a key member of the Community of Practice (CoP) on Information and Cyber-Security, handling security awareness, campaigns and enlightening users in the institute (HQ & Station-wide) on security trends.
• Offer quality advice to users relating to known incidents and resolutions and set user expectations by reference to the appropriate Service Level Agreement
• Liaise with IT colleagues, to ensure awareness of incidents and service requests and to assist with the management and monitoring of the Service Level Agreements associated to the work in hand.
• Provide server-based request and support to end users e.g. Domain account and email creation etc.
• Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the IT unit with the trend of incidence, request and problem.
• Interface with users of IT tools and technology, employing a high degree of tact, training and diplomacy to promote a positive image of the unit. Resolve problem situations in a professional manner. Accurately communicate pertinent information to create a work environment that lends itself to the best interests of unit personnel and customer service.
• Provide Level 2 support and up to some level 3 support on advance technical issues.
• Perform any other job-related tasks as may be assigned by the Supervisor.

QUALIFICATION:

BSc/HND in Computer Science/Engineering, Electrical/Mechanical Engineering, Information Technology or any other engineering related field with a minimum of six (6) years’ experience performing a similar role in a well-structured environment with possession of professional certifications in Service Management (ITIL, MCP, MCTS).

COMPETENCIES:

 The ideal candidate must:

• Have good client relation and management, Microsoft Client technologies management (Wins 7, 8, 10, 11), Mac OS management (El-Capitan, Sierra, Mojave etc.), Layer-2 level support, Active Directory and Email Service supports.