State Helpdesk Officer (Abuja)

About this role

The State Helpdesk Officer will run the Abuja state help desk for IITA, handling enquiries from prospective and enrolled participants, community members and partners. The role involves providing information on eligibility and procedures, logging and handling feedback including safeguarding concerns, and supporting outreach and training activities for the youth agribusiness programme.

What you would do

• Operate the state-level help desk (in person, by phone or other channels) and respond to enquiries from prospective and enrolled participants, community members and partners.
• Provide accurate information on programme eligibility, application procedures, training schedules, Youth Agribusiness Park access, and available support services (finance linkage, starter kits, mentorship).
• Receive, log and route participant and community feedback, questions and complaints (including safeguarding-sensitive concerns) to the appropriate focal point, in line with the programme's complaints and safeguarding procedures.
• Support outreach and community sensitisation activities to raise awareness of the programme, particularly among young women, persons with disabilities and internally displaced youth.
• Maintain an organised log/database of enquiries, referrals and resolutions for reporting and continuous improvement purposes.
• Assist with registration, attendance tracking and basic support during training sessions, cohort enrolment and Youth Agribusiness Park events.

What they are asking for

• Bachelor's degree or equivalent qualification in social sciences, communications, development studies, agriculture or related field, with a minimum of 2 years’ experience in customer service, community engagement, front desk operations or a similar public-facing role; NGO or development programme experience preferred.
• Excellent interpersonal, listening and communication skills, with fluency in the local language(s) of the state/district and English (or French/Krio as applicable in Liberia/Sierra Leone).
• Good working knowledge of the local community, culture and context, including sensitivity to the needs of young women, persons with disabilities and displaced persons.
• Basic computer literacy (Microsoft Office) for recording and reporting enquiries.
• Patience, discretion and a strong customer-service orientation; ability to handle sensitive or difficult conversations professionally; willingness to travel locally within the state/district.
• Strong organisational and written and verbal communication skills; ability to manage multiple tasks and work under pressure; high level of integrity, confidentiality and professionalism; proficiency in Microsoft Office applications and digital communication tools.

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