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State Helpdesk Officer (Plateau)
About this role
Role: State Helpdesk Officer for Plateau at the International Institute of Tropical Agriculture (IITA) on a 1-year renewable contract. The officer will run the state-level help desk, respond to enquiries from participants, community members and partners, and provide information on programme eligibility, application procedures, training schedules and available support services. They will also assist with outreach to young women, persons with disabilities and internally displaced youth and maintain a log of enquiries for reporting and improvement.
What you would do
- Operate the state-level program help desk via in-person, phone and other channels.
- Provide accurate information on eligibility, application procedures, training schedules, Youth Agribusiness Park access and available support services.
- Receive, log and route feedback, questions and complaints to the appropriate focal point in line with safeguarding and complaints mechanisms.
- Support outreach and sensitisation activities to raise awareness, particularly among young women, persons with disabilities and internally displaced youth.
- Maintain an up-to-date log/database of enquiries, referrals and resolutions for reporting and continuous improvement; assist with registration and attendance tracking during training sessions and events.
- Prepare periodic summaries of help desk activity and feedback trends for the State Field Coordinator and PMO.
What they are asking for
- Bachelor’s degree or equivalent in a relevant field (e.g., Social Sciences, Communications, Development Studies, Agriculture).
- Minimum 2 years’ experience in customer service, community engagement, front desk operations or similar public-facing role; NGO/development programme preferred.
- Fluency in the local language(s) of the state/district and English (French/Krio as applicable in Liberia/Sierra Leone).
- Basic computer literacy (Microsoft Office) for recording and reporting enquiries.
- Willingness to travel locally within the state/district; ability to engage with diverse stakeholders (including to Youth Agribusiness Parks and community locations).
- High level of integrity with safeguarding, confidentiality and professionalism.
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