Service Desk Engineers Needed in Lagos

Location(s): • Lagos

Specialization: • IT/ Software • Telecom

Industry: • ICT / Telecommunications

Application Deadline: 20 July, 2016

Job Type:  Part time



  • Provide first line fault resolution.
  • Custodian of all live incidents within duty period
  • Perform escalation in line with agreed policies and procedures.
  • Responsible for Customer communication and escalations
  • Responsible for business impact analysis of major incidents across business sites and escalate all major outages as defined in the Major Incident Management Process
  • Service availability testing for end user service restoration
  • Direct interface between IS and end users in telephonic, electronic or hands-on systems faults resolution throughout the organization.
  • Responsible for Logging all reported faults into service management application – BMC Remedy.
  • Attempt online incident resolution and assign or escalate to other lines of support for further action where applicable.
  • Responsible for new user account creation on the active directory, Siebel CRM, Microsoft Exchange Server etc. for all MTNN staff.
  • Initiate and maintain unique communication strategies with end-users on a variety of IT related issues including developments in applications, systems, security, and expected downtimes.
  • Assist in promoting the goodwill of IS Service division by offering quality customer service to end-users.
  • Provide first line and 2nd line support to identified IS customer facing applications and services
  • Responsible for escalating and raising problem records for recurrent business user issues
  • User education and awareness on new services and products
  • Identification and creation of relevant CTIs on Remedy based on trends and interaction with end users




3 year(s)


Not Specified


  • Computer Engineering• Computer Science



  • First degree in any discipline preferably computer science or engineering
  • ITIL Foundation Certification
  • MCSE and above  (Microsoft Certified Systems Engineer, details to be provided to MTNN for verification)
  • Minimum of 3 years’ experience in IS Service / Help Desk / Service Delivery including hands-on technical service provisioning
  • Working knowledge of Incident Management process and Service Desk function in line with ITIL standards
  • Working knowledge of desktop environment (Operating systems, hardware, and software) and IT service management software
  • Working knowledge of iPad, Android and other mobile devices support
  • Effective and Efficient Customer Service
  • Effective Communication Skills
  • Interpersonal and team work skills
  • Sound technical documentation skills
  • Customer focused and open minded
  • High level of commitment, accountability, integrity, confidence, can-do attitude and attention to detail
  • Basic end user application support – Active Directory, MS Office suites etc.
  • Basic Application systems knowledge (Citrix, Financial Systems, Billing systems etc.)
  • Good report writing skills
  • Good problem solving and analytical abilities.

Apply by clicking here: http://bit.ly/1KrKqaO

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