All jobs
IT Service Desk Engineer
About this role
IT Service Desk Engineer needed in Lagos to act as the primary contact for IT incidents and service requests within a telecommunications client, delivering prompt support in line with ITIL practices and SLAs. Suitable for customer-focused IT professionals with strong troubleshooting skills and experience in end-user support, including Windows and Microsoft 365.
What you would do
- Log, categorize and prioritise incidents and requests
- Aim for first-call resolution through hardware, software, network and mobile/telephony troubleshooting
- Escalate unresolved issues to higher support levels using established workflows
- Provide hands-on and remote end-user support for Windows OS, Microsoft 365 and telecom applications
- Manage user accounts and access in Active Directory (creation, deletions, password resets, permissions)
- Contribute to knowledge base articles and SOPs; generate SLA and ticket-trend reports
What they are asking for
- Bachelor's degree or HND in Computer Science, IT, Electrical Engineering or related field
- 3 - 4+ years in IT Service Desk, Help Desk or End-User Support
- Experience in a large-scale enterprise or telecommunications environment
- ITIL v4 Foundation, CompTIA A+, MCP or equivalent certifications (highly valued)
- Strong Windows 11 and Microsoft 365 skills (Outlook, Teams, SharePoint)
- Experience with ITSM tools (eg ServiceNow, Jira Service Management) and networking basics (TCP/IP, DHCP, DNS) plus Active Directory management
Listing details are summarised from the source. Always confirm the role and the employer on the original posting before applying, and never pay to apply for a job.