Helpdesk Officer Job at Sundry Foods

Sundry Foods is an integrated food services company founded in 2003 and operating in major cities in Nigeria. We are bringing our now trademark great tasting ready-to-eat food and quality services to thousands of people and institutions daily through its chain and network of restaurants, bakeries and other catering facilities.

We are proud to own and operate one of Africa’s best restaurant and bakery chains and we pride ourselves on our ability to consistently deliver original food and service solutions whether in workplaces, schools and colleges, hospitals, joining even remote sites and different cultural environments using our team of young seasoned professionals and an entire workforce with a passion to deliver nothing but the best to every customer.

We are recruiting to fill the position below:

Job Position: Helpdesk Officer

Job Locations: Port Harcourt, Rivers

Summary

• A Helpdesk Officer is a frontline IT professional responsible for providing technical support and assistance to users within an organization. 
• They act as the first point of contact for resolving IT-related issues, ensuring smooth operation of systems and minimizing downtime. 

Key Responsibilities
User Support:

• Respond to user inquiries via phone, email, or chat.
• Troubleshoot and resolve hardware, software, and network issues.

Incident Management:

• Log, track, and prioritize support tickets using helpdesk software.
• Escalate complex issues to higher-level support teams when necessary.

System Maintenance:

• Perform routine checks and updates to ensure systems are functioning optimally.
• Assist with software installations and configurations.

Documentation:

• Maintain records of issues, resolutions, and user feedback.
• Create and update user guides and FAQs.

Training:

• Provide basic training to users on new systems or applications.

Security Compliance:

• Ensure users follow security protocols (e.g., password policies, data protection).

Requirements

• A Degree or Certification in IT, Computer Science, or a related field. Certifications like CompTIA A+, ITIL, Cisco, Oracle or Microsoft Certified, Modern Desktop Administrator are advantageous.
• A minimum of three years of relevant experience is required.
• Other Requirements: Microsoft Certification: MCSA, MCSE or MCITP Server Administrator is desirable.

Tools and Technologies

• Helpdesk Software: ServiceNow, Zendesk, Freshdesk, Jira Service Desk.
• Remote Support Tools: TeamViewer, AnyDesk, Remote Desktop Protocol (RDP).
• Monitoring Tools: Nagios, SolarWinds, PRTG Network Monitor.
• Collaboration Tools: Microsoft Teams, Slack, Zoom.

Note: The role may require travel so only candidates willing and available to travel while on the job should apply.