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Help Desk Personnel
About this role
Eko Maintenance Limited is seeking a Help Desk personnel in Lagos to provide first-line technical support for employees, troubleshoot hardware and software issues, and manage support tickets. The role involves assisting users with access to IT systems and services, and escalating complex problems to higher-level teams as needed. The employer focuses on facility management for high-rise buildings and has an office in Victoria Island, Lagos. The position targets individuals with experience in help desk or desktop support and a background in IT or related fields.
What you would do
- Provide Level 1 technical support via phone, email, chat or ticketing systems.
- Diagnose and resolve hardware, software, network and account-access issues.
- Install, configure and troubleshoot computers, printers, mobile devices and peripherals.
- Create, update, prioritise and close support tickets.
- Troubleshoot Windows, Microsoft 365, Outlook, Teams and common business apps.
- Assist users with password resets, account lockouts, MFA and access issues.
- Perform basic network troubleshooting including Wi-Fi, LAN, VPN, DNS and connectivity.
- Create and manage user accounts and permissions per procedures.
- Escalate complex issues to Level 2/Level 3 teams as required.
- Maintain IT documentation, knowledge-base articles and procedures.
What they are asking for
- Diploma or degree in Business Administration, Computer Science, Information Systems or a related field.
- CompTIA A+ is advantageous; CompTIA Network+ or Security+ is a plus.
- Microsoft certifications are beneficial.
- Typical experience: 1 - 3 years as Help Desk Analyst or 3 - 5+ years as Senior Help Desk/Desktop Support.
- Required skills: Microsoft 365 and Outlook support, hardware and peripheral troubleshooting, user account and password management, familiarity with ticketing systems (eg ServiceNow, Jira Service Management, Zendesk, Freshservice), strong communication and customer-service skills.
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