IT Helpdesk Engineer (ITIL, ITSM Certified) at Dangote

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