IT Service Desk & Analytics Officer at Nigerian Electricity Supply Corporation (Nigeria) Limited (NESCO)

Purpose of the Job

• The IT Service Desk & Analytics Officer is responsible for providing technical assistance, troubleshooting, and resolution of IT-related issues within the organization.
• The role involves managing support tickets, maintaining IT hardware and software, and ensuring the smooth operation of IT systems to support business operations.
• Reporting to the Head of IT, the officer plays a key role in ensuring employee productivity by minimizing IT-related disruptions

Key Duties and Responsibilities
The IT Service Desk & Analytics Officer shall therefore be responsible, but not limited, for the following:

• Serve as the first point of contact for IT-related queries and issues
• Diagnose and resolve hardware, software, and network issues in a timely manner
• Provide remote and on-site support for users experiencing IT problems
• Record, track, and monitor support tickets in the service desk system to ensure timely resolution
• Escalate unresolved issues to higher-level technical support teams when necessary
• Install, configure, and maintain computers, laptops, printers, and other peripherals
• Manage software installations, updates, and patches to ensure systems are secure and up-to-date
• Create, modify, and deactivate user accounts and permissions in Active Directory and other systems
• Manage email accounts and access permissions on platforms such as Microsoft 365 or Google Workspace
• Assist in maintaining the organization’s local area network (LAN), wide area network (WAN), and Wi-Fi systems
• Troubleshoot connectivity issues and coordinate with the network team for resolution
• Maintain accurate records of IT assets, incidents, and resolutions
• Prepare regular reports on service desk performance and recurring issues
• Provide training and guidance to employees on IT tools, applications, and security best practices.
• Develop user-friendly guides and FAQs to support self-service troubleshooting
• Ensure compliance with IT security policies by monitoring user activity and implementing necessary controls.
• Report potential security threats and vulnerabilities to the Head of IT
• Proactively identify opportunities to improve IT services and processes
• Contribute to IT projects, such as system upgrades and deployments
• Prepare periodic reports for the attention of the Lead, IT
• Perform any other tasks as assigned from time to time by the Lead, IT

Minimum Educational & Professional Qualifications, Experience and Knowledge 

• First Degree (B.SC or H.N.D) in Computer Science, Software Engineering, Information Technology, or a related field
• 3-5 years of experience in IT support or service desk roles
• Professional certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator are highly desirable

Attributes and Competencies:

• Knowledge of cybersecurity best practices, threat detection, and data protection principles
• Service desk tools
• Network and connectivity
• User account management
• System administration
• Technical documentation
• Problem-solving skills
• Customer service orientation
• Communication skills