Service Desk Coordinator at WIOCC Nigeria Limited

Job Objective: 

We are seeking a Service Desk Coordinator with experience in incident management, performance monitoring and SLA compliance within a fast-paced NOC environment. The ideal candidate will manage ticket lifecycles, coordinate escalations and deliver high-quality first-line support to enterprise and hyperscale clients, while driving continuous improvement and automation initiatives to enhance operational efficiency and client experience.

Reporting Line: Service Desk Team Leader

Key Duties and Responsibilities:

• Own the end-to-end handling of client queries and incidents, ensuring rapid processing, precise prioritisation and accurate, complete ticket records through to timely resolution
• Proactively monitor ticket queues, trigger SLA-driven escalations and coordinate NOC and operations teams to ensure rapid incident resolution, with structured tracking and clear communication during major incidents
• Track MTTA, MTTR, and SLA compliance, maintain performance dashboards, identifying risks or breaches and delivering timely insights to support informed operational decision-making
• Enforce high ticket quality through precise categorisation, complete documentation and regular audits, driving swift corrective actions to maintain data integrity
• Ensure strict adherence to SOPs and ITIL practices while identifying inefficiencies and leading continuous process and workflow optimisation
• Deliver clear, timely client updates, effectively manage complaints, and drive improved customer satisfaction through consistent engagement and feedback tracking
• Produce accurate reports, incident logs, and performance dashboards, ensuring audit readiness and strong stakeholder visibility
• Drive automation and system enhancements by translating process improvements into solutions and proactively managing system performance

Minimum Qualifications:

• Bachelor’s degree in information technology, Telecommunications, Computer Science or related field
• ITIL Foundation certification (mandatory)
• Networking certifications such as JNCIA, CCNA

Experience and Skills:

• Minimum two years’ relevant experience in Service Desk or NOC operations within telecom, ISP or carrier-grade environments
• Strong telecom industry experience, particularly in client-facing technical environments
• Experience with enterprise ticketing platforms (e.g., ServiceNow, NetSuite, Remedy or equivalent)
• Proven experience managing critical incidents in SLA-driven, 24/7 operational environments
• Strong understanding of transport and IP technologies (OTN, DWDM, SDH, Ethernet, IP/MPLS)
• Experience with enterprise ticketing platforms (e.g. ServiceNow, NetSuite, Remedy or equivalent)
• Strong analytical capability with ability to interpret operational data and performance trends
• Proven ability to drive automation and operational transformation initiatives
• Strong analytical skills with ability to interpret multi-source operational data
• Excellent stakeholder management and cross-functional coordination skills
• Strong written and verbal communication skills with executive reporting capability
• Demonstrated ability to manage high-pressure, fast-paced operational environments

Attributes:

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personal excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strategic thinker with operational depth
• Client-centric and relationship-driven
• High integrity and ethical standards
• Results-oriented with attention to detail