IT Operations Assistant at IITA - International Institute of Tropical Agriculture

DUTIES:

• Work along with other SPOC (Single Point of Contact) to receive and record all request/issues/complaints/incidents from end-user
• Assign tickets already logged via the Institutional helpdesk- FreshService to the available ServiceDesk Analyst.
• Log, receive and respond to incident/request/problem on FreshService
• Follow-up on all tickets assigned and from end-user to completion and resolutions
• Ensure that all requests and enquiries on IT matters and activities are promptly attended to and closed correctly with the appropriate response to the satisfaction of the customer
• Work with end-users to identify and deliver required PC service levels
• Assess malfunctions of computer hardware of software applications to determine appropriate actions to maintain computer and network operations
• Perform any other duty as may be assigned by the Supervisor.

Requirements

QUALIFICATION:

• National Diploma in Computer Science, Engineering, Electrical/Mechanical Engineering, Information Technology or related field with a minimum of six (6) years' experience performing similar role in a well-structured environment.

COMPETENCIES:
The ideal candidate must:

• Have good client relation and management, Customer Services Relation, Microsoft Client technologies management (Wins 7, 8, 10, 11).
• Be able to work both during working hours and required to be available when work demands during non-working hours