IT Service Desk Officer at Microcred Group

Job Description
Service Operations:

• Quality Control/Product Conformity: Carry out quality assurance checks, UAT on all procured IT items/ new services deployed and ensure they conform to the set departmental/branch/quality standard. Coordinate this process remotely for IT Assets purchase at the upcountry and document.
• Incident resolutions: Follow up and ensure closure of all branches opened tickets within the acceptable business agreed timeline of 48 hours. No ticket should remain unattended to within 4 business hours.
• Maintain record of all IT Vendors and update upon onboarding or termination of vendors.
• Track & provide remote support to resolve all incidents that occurred in Baobab Nigeria
• Serve as the responsible personnel for all User IT Service Requests, Incidents Change management Process.
• Ensure 100% capturing of all these processes in the IT Service management tool.
• Manage escalation between Group and Country team. Serves as the single point of contact for managing relationship between the User Support Officer, IT Channels Support Officer, Other Staff and IT Group team.
• Document and track all repairs done on IT devices across the country.
• Track and monitor Internet Service Provider expenses and any recharge of backup links or support internet service.
• Track and maintain all IT Licenses and renewals such as Microsoft Office, Sage Licenses e.t.c.
• Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
• Avoiding service interruptions by performing system installations, updates, and maintenance procedures on systems where applicable.
• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Documenting processes and maintaining service desk records.
• Making recommendations to optimize IT performance and to prevent future problems.
• Collaborating with internal departments to ensure that IT needs are met.

Reports:

• Track and report weekly all IT repairs activities across Baobab NG against the cost incurred and frequency of repair to IT Leadership
• Generate a monthly Incident record of all local (country-wide) IT issues before 5th of each month.
• Carry out Quarterly Service Performance Rating of all Vendors/Service Providers and advise the IT Leadership of the report before 10th of each new Quarter.
• Generate daily/Weekly Service Performance report to provide insights on service trend analysis from customer and internal business Users perspective.
• Provide Service Availability (Downtime & Uptime) Report monthly for all IT Services.

Education / Experience

• University Degree in Computer Science, Electronic Engineering, Computer Electronics or equivalent
• At least 2 years experience in system/network administration, maintenance and IT Service Management or equivalent
• Microsoft MCP/MCSA Training/ certificate (desired)
• ITIL Foundation Certification or Training
• Implementer Certification/Professional Certificate in at least 2 Standards/Framework among these is a huge added advantage; NDPR, ISO 22301, ITIL V4/ISO 20000, ISO 27001/27002, ISO 27032)

Required Skills:

• Good knowledge of OS, databases, IP Addressing and networks (LAN, WAN) and reporting
• Vendor & Assets Management.
• Ability to work in a team with short time limits.
• Ability to get to grips with a new system.
• Integrity and knowledge of working in a Microfinance space.
• Good command of English (Speak, write and read)
• Good knowledge of IT Frameworks/Standards/ISO Certifications and monitoring of
• their Maturity level.