IT Service Desk and Support Officer at Nigerian Electricity Supply Corporation (Nigeria) Limited (NESCO)

Purpose of the Job

• The IT Service Desk & Support 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 & Support 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 + PGD and Masters in the same field 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

• IT support expertise
• Knowledge of cybersecurity best practices, threat detection, and data protection principles 
• Service desk tools