Senior IT Helpdesk Specialist at Coollink.ng

The Managed IT Services department serves as the backbone of Coollink’s client support and infrastructure operations. Our mission is to deliver reliable, proactive, and security-aligned IT support that enables clients to operate seamlessly. The team manages multi-site networks, servers, cloud services, and endpoint environments — ensuring clients experience minimal downtime and maximum productivity.

Role Overview

We are seeking a Senior IT Helpdesk Specialist to lead and strengthen our IT support operations. The ideal candidate will ensure timely and effective resolution of technical issues, provide leadership and mentorship within the helpdesk team, and serve as an escalation point for complex user and system-related incidents.

This role emphasizes excellence in service delivery, process improvement, and alignment with ITIL best practices and ISO/IEC 27001 standards.

Key Responsibilities

• Lead and coordinate day-to-day IT helpdesk operations, ensuring prompt and efficient user support.
• Manage the full ticket lifecycle – logging, prioritization, assignment, and SLA-driven resolution.
• Provide second-level and escalation support for hardware, software, and network issues.
• Administer Active Directory, Microsoft 365, and user account permissions, ensuring secure access management.
• Oversee new user onboarding and system provisioning (hardware setup, software installation, network configuration, printers).
• Mentor and coach helpdesk personnel to enhance technical expertise and service quality.
• Maintain an up-to-date knowledge base, user guides, and troubleshooting documentation.
• Identify recurring problems, perform root cause analysis, and recommend preventive measures.
• Support IT asset management – tracking hardware, software, and license inventories.
• Ensure compliance with IT policies and security standards (ISO/IEC 27001).
• Prepare detailed weekly and monthly performance reports, SLA metrics, and incident summaries.

Key Competencies

• Strong technical proficiency in Windows, macOS, and Microsoft 365 environments.
• Excellent troubleshooting abilities for hardware, software, and network connectivity (LAN, Wi-Fi, VPN).
• Experience in server administration (Windows Server, AD DS, DNS/DHCP, Group Policy, File/Print Services) is a strong plus.
• Working knowledge of networking (switches, VLANs, routers, firewalls, and IP routing) is highly desirable.
• Familiarity with ITIL-based service management tools (e.g., ManageEngine, Fresh service, Zendesk).
• Exceptional written and verbal communication skills with a strong command of English.
• Proven ability to manage workloads, set priorities, and ensure SLA compliance.
• Excellent team leadership, customer service orientation, and documentation skills.
• Experience managing and monitoring Centralized Printers, CCTV systems, Video Conferencing, and IP Phone systems.

Qualifications

• B.Sc. or HND in Computer Science, Information Technology, or a related discipline.
• Minimum of 5 years’ experience in IT support, with at least 2 years in a supervisory or lead capacity.
• Proven track record of managing helpdesk operations in fast-paced environments.
• Certifications such as ITIL Foundation, CompTIA A+ / Network+ / Server+, CCNA, or Microsoft Certified are advantageous.
• Additional hands-on experience with servers and network infrastructure administration will be considered a strong asset.

Performance Expectations

• Maintain 100% compliance with SLAs for ticket response and resolution.
• Ensure proactive incident management and accurate root cause documentation.
• Deliver measurable improvements in user satisfaction and system uptime.
• Continuously enhance internal processes, reporting accuracy, and service documentation.