IT Helpdesk Officer Job at Jotna Group

Jotna Group is a leading beverage and raw materials manufacturing group in West Africa. The group is primarily into manufacturing in Africa, and it comprises of 3 operating business units, The Lacasera Company, Prima Corporation Ltd, and Engee PET Manufacturing Company which are significant players and leaders in their respective sectors.

We are recruiting to fill the position below:

Job Position: IT Helpdesk Officer

Job Location: Coker, Lagos

Job Summary

• The Information Technology Helpdesk will serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions. Determining the best solution based on the issue and details provided by customers

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Requirements

• B.Sc / BA in IT, Computer Science or relevant field.
• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation products, databases and remote control.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.