Help Desk Officer

Lagos, Nigeria

A successful Help Desk Officer plays a crucial role in providing efficient technical support and maintaining a positive user experience. 

Customer Relationship
Personal Evolution
Administrative Work
Technical Expertise


  • Respond to user queries or issues within a specific timeframe.
  • Resolve and close tickets within an agreed-upon time frame. Monitor and evaluate the time taken to resolve issues and look for ways to improve efficiency.
  • Achieve a high customer satisfaction rating. Collect feedback from users and implement improvements based on their suggestions.
  • Identify recurring issues and proactively implement solutions to prevent them. Monitor ticket trends and address root causes to reduce the number of similar issues.  
  • Stay updated on the latest technologies and industry trends through regular training.
  • Foster effective collaboration with other IT teams and departments. Improve communication channels and coordinate efforts for faster problem resolution.
  • Ensure that all tickets are accurately documented with complete information. Regularly audit ticket documentation for accuracy and completeness.
  • Adhere to ITIL (Information Technology Infrastructure Library) best practices for service management.
  • Stay vigilant about security threats and ensure compliance with security policies.
  • Identify opportunities to automate repetitive tasks and streamline processes. Implement automation tools to enhance efficiency and reduce manual workload.

Required Competencies, knowledge and Skills

  • Technical Proficiency: Knowledge of various operating systems, including Windows, macOS, and Linux. Understanding of computer hardware components and peripherals.
  • Networking: Basic understanding of networking concepts, protocols, and troubleshooting.
  • Software Applications: Familiarity with common business applications and troubleshooting techniques.
  • Customer Service Skills: Customer Service Skills: Communication: Excellent communication skills, both verbal and written, to interact effectively with end-users and team members. Empathy: Ability to understand and empathize with users' issues while maintaining a professional demeanor. Patience: Patience in dealing with users who may have varying levels of technical expertise.
  • Problem-Solving and Critical Thinking: Analytical Skills: Strong analytical and problem-solving skills to diagnose and resolve technical issues.
  • Troubleshooting: Proficiency in systematic troubleshooting to identify the root cause of problems.
  • Knowledge Management: Documentation: Ability to maintain accurate and detailed documentation of issues, resolutions, and processes. Knowledge Base: Skills in creating and updating a knowledge base for common issues and solutions.
  • Time Management: Prioritization: Ability to prioritize and manage multiple tasks efficiently, especially during peak periods
  • Adaptability and Learning: Tech Savviness: Proactive in staying updated on the latest technologies and trends in the IT industry. Adaptability: Ability to quickly adapt to changes in technology and organizational processes.
  • Team Collaboration: Collaboration: Work effectively with other IT team members and departments to resolve complex issues. Communication with IT Teams: Ability to communicate technical issues to other teams, facilitating cross-functional collaboration
  • Remote Support: Remote Troubleshooting: Proficiency in providing support to remote users, including the use of remote desktop tools.

Education and experience

  • Bachelor's Degree in a relevant field such as Information Technology, Computer Science, or a related discipline
  • On-the-Job Experience, co-op experiences, or previous help desk experience is preferred.

What's great in the job?

  • Great team of smart people, in a friendly and open culture
  • Create content that will help our users on a daily basis
  • Real responsibilities and challenges in a fast evolving company
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