IT Helpdesk Engineer (ITIL, ITSM Certified)

Dangote GroupLagos, LA, NG

30+ days ago

Job type

Quick Apply

Job description

We are seeking an experienced IT Helpdesk Engineer with ITIL & ITSM certification to join our IT team. The successful candidate will provide advanced technical support and assistance to employees. The ideal candidate will have a strong understanding of ITIL principles, excellent problem-solving skills, and the ability to resolve complex technical issues efficiently.

Provide advanced technical support for hardware, software, and network issues
Respond to and resolve complex helpdesk tickets in a timely and professional manner
Utilize ITIL principles to identify, analyse, and resolve technical issues
Collaborate with senior IT staff to resolve critical technical issues
Develop and maintain knowledgebase articles to improve technical support
Provide training and guidance to junior helpdesk staff
Develop and maintain technical documentation
Ensure compliance with ITIL processes and procedures

Requirements

Bachelor’s degree (BSc / BE) in computer science, Information Technology or any related field

ITIL Intermediate Certificate (v3 or v4) or higher

ITSM certified

Minimum 3-5 years of experience in an IT helpdesk or technical support role

Strong understanding of ITIL principles and processes

Strong knowledge of various Operating Systems : Windows, macOS, Linux

Hardware experience : Desktops, Laptops, Printers, Mobile Devices

Software : Microsoft Office, Google Workspace, Antivirus software

Networking : TCP / IP, DNS, DHCP, Wi-Fi

IT Service Management : Incident Management, Problem Management, Change Excellent problem-solving and analytical skills

Familiarity with IT service management tools and software

Key Performance Indicators (KPIs)

First Call Resolution (FCR) Rate

Average resolution time

Total number of tickets handled within a specific period.

Customer Satisfaction Score (CSAT)

Average ticket response Time

Average time taken to respond to a new ticket after it is submitted.

Resolution SLA Compliance

System Uptime

Average Handle Time (AHT)

Soft Skills

Excellent problem-solving and analytical skills

Ability to work in a fast-paced environment and prioritize tasks effectively

Strong communication and interpersonal skills

Nice to Have

Experience with cloud computing platforms (AWS, Azure, Google Cloud)

Knowledge of scripting languages (Python, PowerShell, etc.)

Certification in CompTIA A+, Network+, or Security+

Experience with IT project management

Benefits

Private Health Insurance

Paid Time Off

Training & Development

Bus transportation

Coop society

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It • Lagos, LA, NG

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