Service Desk Analyst at The Dangote Group

Employment Nigeria 24-Jun-2017 LAGOS , Customer Service

The Dangote Group an integrated conglomerate with interests across a range of sectors in Nigeria including Cement, Sugar, Flour, Salt, Pasta, Beverages, Noodles, Poly Products, Transportation and real estate with new initiatives in the Oil and Gas, Telecommunication, Fertilizer and Steel sector of the economy.

POSITION : Service Desk Analyst

Description

While providing the highest level of customer service, the Service Desk Analyst answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion.

The Service Desk Analyst escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

Specific duties include but are not limited to the following:

Become familiar with the Systems, Network, Database, Engineers, administrators, developers, and each team in the IT Department.
Other duties as assigned by the Service Delivery Manager.
Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
Respond to questions from all emails and callers.
Become familiar with each client and their respective applications.
Learn fundamental operations of commonly used software, hardware, and other equipment.
Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
Become familiar with Service Desk policies and services.

Requirements

Problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Ability to think around problems and come up with creative solutions is helpful.
Work with or without direct supervision
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
Excellent oral and written communication skills.
Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.

Operational Requirements:

Ensures that supported customer accurately completes the approved work request with the date and time of submission
Must ensure the support team members close out their work orders properly
Sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
Maintain adequate knowledge of operating systems and application software used to provide a high level of support
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
Serve as the single point of contact within Dangote Group as well as group companies and subsidiaries for IT related issues
Dealing with hardware and application support queries and issues reported to the support desk
Take ownership and responsibility of an issues from start through to a successful resolution
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
Dealing with queries by following departmental procedures for fault resolution
The duties requires that the Service Desk Agent receives and logs work requests using ticketing applications such as Spiceworks or related applications

Sorry the application deadline for this job has elapsed

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Service Desk Analyst at The Dangote Group

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