State Helpdesk Officer (Lagos)

About this role

Role is State Helpdesk Officer in Lagos for the International Institute of Tropical Agriculture (IITA) on a 1-year renewable contract. The officer runs the state help desk, responds to enquiries from prospective and enrolled participants, community members and partners, and provides information on eligibility, application procedures, training schedules and available support services. The role also supports outreach, records enquiries, assists with training sessions and coordinates with state team members to ensure accurate information.

What you would do

• Run the state-level help desk (in person, by phone or through other channels) and respond to enquiries promptly and courteously from prospective and enrolled participants, community members and partners.
• Provide correct information on programme eligibility, how to apply, 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) according to the programme’s mechanisms.
• 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.
• Prepare periodic summary reports on help desk activity, common enquiry themes and feedback trends for the State Field Coordinator and PMO.

What they are asking for

• Bachelor’s degree or equivalent in Social Sciences, Communications, Development Studies, Agriculture or related field, with a minimum of 2 years of experience in customer service, community engagement, front desk operations or a similar public-facing role; NGO or development program experience preferred.
• Excellent interpersonal, listening and communication skills; fluency in the local language(s) of the state/district and English (or French/Krio as applicable in Liberia/Sierra Leone).
• Basic computer literacy (Microsoft Office) for recording and reporting enquiries; proficiency in digital communication tools.
• Patience, discretion and a strong customer-service orientation; ability to handle sensitive or difficult conversations professionally.
• Willingness to travel locally within the state/district, including to Youth Agribusiness Parks and community locations.
• Strong organisational and record-keeping skills; ability to manage multiple tasks and work under pressure; high level of integrity, confidentiality and professionalism.

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