IT Technician (Service Desk) at Lekki Freeport Terminal

Position Summary

We are looking for a competent IT Technician (Service Desk) to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

As an IT Technician (Service Desk) must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. He or She must also be customer-oriented and patient to deal with difficult customers. Must have On-hand experience on basic IT Devices/ Equipment

The goal is to create value for clients that will help preserve the company’s reputation and business

Major Accountabilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by internal customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements in procedures

Critical Success Factors:

• Articulate and resolve all IT-related issues raised in an efficient and timely manner within stipulated SLA and KPIs.
• Have a high Emotional Intelligence to handle difficult internal user IT related Issues
• User satisfaction must be maintained

Skills and Abilities Required in Position:

• Relevant experience and knowledge of MS Office, Terminal Operating Systems, Gate Operating Systems, Vehicle Booking Systems, Database management, and ERP systems would be an advantage.
• Basic knowledge of the shipping industry and Port Terminal business.
• Good communication skills with the ability to communicate across the organization.
• Capable of handling multiple tasks.
• Ability to work under pressure with the constant change of priorities.
• Ability to work with a team and make good decisions with minimal supervision

Educational Qualification:

• BSc in Information Technology, Computer Science, Computer Engineering, or a relevant field

Experience:

• Minimum of 2- 3 years as an IT Technician (Service desk).