Graduate and Experienced Jobs at HReade Limited

Division/Department

IT / Customer Service

Reports To

Operations Manager

ESSENTIAL JOB FUNCTIONS

• Professionally handle incoming requests from end users and ensure that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather user information, access and fulfill user’s needs, educate the end user where applicable to prevent the need for future contacts and document interactions.
• Troubleshoot end user’s issues over the phone.
• Handles issues in the best interest of both end users and Nigerian Law Publications.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the end user’s experience.
• Interact with end users to provide and process information in response to inquiries, concerns, and requests about service delivery.
• Identify and escalate priority issues per end users specifications.
• Redirect problems to appropriate resource.
• Displays a high level of effort and commitment to performing work; operates effectively within the organizational structure; demonstrates trustworthiness and responsible behavior.
• Write training Manuals
• Follow up with end users to ensure issue has been resolved.
• Gain feedback from end users about user online experience.

EDUCATION

• Bachelor’s degree in Computer Science of other relevant discipline.

KNOWLEDGE REQUIREMENT

• Excellent working knowledge of up-to-date desktop applications
• In-depth knowledge of ICT business environment.

SKILLS REQUIREMENTS

• Deciding and initiating action
• Analyzing
• Delivering results and meeting customer expectations
• Highly developed sense of integrity and commitment to end user satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for end users.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Strong detail orientation and communication/listening skills.
•  Possess a strong work ethic and team player mentality.

WORK EXPERIENCE

• A minimum of 1-3 years post-graduate experience in a similar position, preferably, professional experience with use of CRM to support Enterprise systems.

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Reports To

Operations Manager / IT Manager

ESSENTIAL JOB FUNCTIONS

• Installing and configuring computer systems.
• Providing system support to other system users
• Troubleshooting system and network problems and diagnosing and solving faults arising from online publication systems;
• Providing procedural documentation and relevant reports;
• Maintains end users confidence and protects operations by keeping information confidential.
• Manage requests for IT application access, ensuring full compliance to agreed security policies and procedures.
• Responding within agreed time limits to call-outs;
• Servers as first level support on all incidents with online publication systems
• Working continuously on a task until completion (or referral to third parties, if appropriate);
• Prioritizing and managing many open cases at one time;
• Rapidly establishing a good working relationship with team members and other professionals.
• Evaluates system potential by testing compatibility of new programs with existing programs.
• Performing backup and restore procedures
• Continually develop Disaster recovery and business continuity plan
• Ensure system environments are fully maintained with appropriately supported updates and patches
• Provide assistance with testing and deployment of application changes/releases.
• Analyzing call logs to spot trends and underlying issues
• Proactively monitoring systems to capture potential issues (e.g. alerts, performance) before they occur, in accordance with monitoring/maintenance procedures.

EDUCATION

Bachelor’s degree in Computer Science, Engineering or other relevant discipline.

KNOWLEDGE REQUIREMENTS

• Excellent working knowledge of up-to-date servers and desktop systems
• Knowledge of Windows Servers, Linux OS and Virtualization
• Knowledge of network and security systems.
• Ability to work well with others, as well as independently. Attention to detail.
• Strong organizational skills and ability to multi-task.
• Strong Problem solving skills
• Knowledge CRM /Helpdesk applications.

SKILLS REQUIREMENTS

• Deciding and initiating action
• Analyzing
• Creating and Innovative
• Strong interpersonal skills
• Highly developed sense of integrity and ethics
• Must possess astute technical competency
• Effective communication skills
• Good reporting, project and time management skills with persistence
• Planning and Organizing
• Problem solving and research skills

WORK EXPERIENCE

A minimum of 3-5 years post-graduate experience in a similar position, preferably, professional experience should be against the background of enterprise system solutions.