IT Service Delivery Officer at Flour Mills of Nigeria Plc

PURPOSE OF THE JOB

• To plan and coordinate timely and adequate service delivery of all IT support requests for the company and supported subsidiaries in line with approved organizational information technology policies and procedures.
• In addition to managing a potentially large staff of support agents (in multiple locations, shifts), the service desk officer also monitors operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives.

THE JOB

• Monitor & Lead operations to ensure that tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives.
• Take accountability for ensuring that business activities go without a hitch, service level agreements (SLAs) are reached, and service desk clients are satisfied with the support they receive.
• Define a set of internal procedures, policies, controls, and operations as well as directing help desk representatives in their adoption and compliance.
• Participate in activities or oversee a small team contributing to project work (major incidents, changes, and releases, DRP, ITSM tool implementation).
• Develop and update a PC setup and maintenance plan in collaboration with the Service Desk Manager.
• Proactively monitor operational performance and diagnose system issues that affect end users, then take the necessary steps to resolve them.
• Collaborate with internal departments and external service providers to ensure that escalated incidents or service requests are resolved as soon as possible.
• Ensure various types of information are communicated to users through the appropriate channel(s).
• Monitor and ensure client systems are updated with current patches, Anti-Virus definition and approved other end user compliance metrics (defined periodic reports may be required.

THE PERSON MUST

• Have excellent verbal and written communication skills.
• Possess analytical and problem-solving abilities.
• Have excellent customer service skills.
• Have the ability to clearly and confidently communicate IT solutions to end users.
• Pay keen attention to details and be highly organized.

QUALIFICATION

• BSC in Computer Science or related course
• IT Information Library (ITIL) Intermedia, Security & Network Certification is an added advantage.

EXPERIENCE

• 3 years’ experience in related field