Help Desk Assistant (5)
07 Mar, 2025
JOB TITLE
Help Desk Assistant (5)
JOB CODE
20000172, 20000183, 20000173, 20000180
INSTITUTION
ECOWAS Commission
GRADE
G4/G5/G6
AGENCY
Commission
ANNUAL SALARY
UA 20,166.30/USD 31,818.39; UA25,527.53/USD 40,277.34 ;
UA 30,178.98/USD 47,616.39
STATUS
PERMANENT
DEPARTMENT
Internal Services
DIRECTORATE
Directorate of Information, Technology Service
DIVISION
Operation, Infrastructure & Maintenance
LINE SUPERVISOR
Service Desk Officer
SUPERVISING
None
DUTY STATION
ABUJA, NIGERIA
Applications should be sent to : b52helpdeskassist@ecowas.int
ROLE OVERVIEW
Under the direct supervision of the service Desk Officer, the incumbent will be one point of contact for internal staff to report faults and provide users of technology within ECOWAS with IT support services. He/She wiil address all user issues, along with common technological problems. S/he will monitor the help desk email, inbox, answer questions over the phone, and work with customers in person, helping all internal and external customers.
ROLE AND RESPONSIBILITIES
- Diagnose customer issues and provide solutions.
- Provide user support and customer service on supported computer applications and platforms.
- Advise user on appropriate action, redirect problems to correct resource.
- Log all help desk interactions.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions.
- Respond to requests for technical assistance in person, via phone, chat or email, handle user complaints, and create tickets in the system according to specified procedures.
- Diagnose and resolve technical hardware and software issues.
- Research questions using available information resources.
- Answer questions and assist with hardware and software support including e-mail, printing, the internet, and Microsoft Office applications.
- Addresses and resolves basic incidents and requests, logs all incidents, and requests in the service desk software, and escalates incidents and requests to other IT staff as appropriate.
- Develop help sheets and FAQ lists for end users.
- Respond to technology-based requests by phone, email, or in person with exemplary customer service skills, patience, and strong communication skills.
- Serve as the first point of contact for users seeking technical assistance across various platforms, through emails, telephone, WhatsApp, Zoom calls etc.
- Provide immediate support and assistance for incoming queries and issues related to computers.
- Troubleshoot problems and find fixes for issues.
- Analyze computer problems based on information given, with a high degree of analytical skill and the ability to think critically.
- Pay constant and close attention to small details to find and isolate technical problems.
- Always provide adequate desk cover so that the service desk is able to understand and communicate specific /related information.
- Proactively identify future needs based on events schedules within a particular time frame.
- Provide feedback on processes and make recommendations on areas to improve.
- Act as a business expert for Helpdesk.
- Update and manage the systems to log into all incoming faults and issues and ensure these are assigned to the relevant departments.
- Inform management of recurring problems
- Stay current with system information, changes and updates and alert management to emerging trends in incidents.
- Provide backup Support planning.
- Suggest improvements in procedures.
- Develop help sheets and FAQ lists for end users.
- Follow standard help desk procedures and Prepare activity reports.
- Help update training manuals for new and revised software and hardware.
- Document every customer interaction through ticketing system to ensure proper follow through and completion of user requests.
- Log communications to keep a detailed record of all problems diagnosed and fixed.
- Ensure all issues are placed on the right priority to meet with the company’s SLA’s.
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
- Clean up computers.
- Administer help desk software.
- Liaise with department managers in relation to jobs that fall under their remit.
- Train computer users as necessary.
- Provide occasional out-of-hours support.
- Perform any other duties as may be required from time to time.
ACADEMIC QUALIFICATIONS AND EXPERIENCE
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- Brevet de Technicien Superior (BTS)/ Ordinary National Diploma (OND) or its equivalent in Computer Science, Computer Engineering, or related discipline is preferred from a recognized University.
- Five (5) years of progressively more responsible work experience as an IT Help Desk Technician
- Provide high-quality customer service over the phone and online to resolve tech issues.
- Excellent communication skills to understand computer problems and clearly relay instructions to solve these issues.
- Confident in communicating via various platforms like emails, telephone, WhatsApp, Zoom
- Excellent presentation working knowledge of fundamental operations of relevant software, hardware, and other equipment.
- Experience researching, analyzing, and interpreting automated system problems.
- Experience working with interactive systems and applied knowledge of the organization’s information infrastructure and IT strategy as it relates to user area(s).
- Applied knowledge of general office automation software and local area networks.
- Knowledge of maintenance of assigned systems and development of innovative approaches to resolve a wide range of issues/problem.
AGE LIMIT
Be below 50 years old. This provision does not apply to internal candidates.
ECOWAS KEY COMPETENCIES
- Ability to assume a credible presence when explaining rules, standards, and expectations (e.g. deadlines) to ensure compliance and work expectations are met.
- Ability to motivate self and/or others to engage in discussions that will result in recommendations to improve processes, templates, or other work tools.
- Ability to engage in positive approaches to teamwork, participate actively in discussions and the achievement of team goals.
- Ability to take responsibility for own career and performance with the occasional guidance from the supervisor/mentor.
- Ability to build capacity of self and others by sharing knowledge, tools, expertise, and experience with others to remain proficient and well informed in the execution of assigned role.
- Interpersonal, listening, and multitasking skills with a good understanding of client service responsibilities and role in representing ECOWAS values in all interactions.
- Ability to take initiative to resolve routine problems associated with assigned tasks using good judgment in involving colleagues or superiors as required.
- Ability to work as part of a team to resolve concerns, and problems and improve services.
- Ability to manage own time effectively and organize own work area in a manner that will meet performance expectations related to assigned client services.
- Ability to direct people to the appropriate source for further information and ask for help when overwhelmed with client demands.
- Ability to apply culturally relevant and appropriate approaches with people from diverse cultural backgrounds.
- Good diversity management skills to interact with individuals in a manner that is culturally appropriate and in accordance with ECOWAS rules/policies.
- Ability to recognize preconceived notions and stereotypical views of certain groups and individuals and to successfully adopt inclusive and culturally appropriate behaviors.
- Ability and responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.
- Knowledge of diversity management relates to daily work expectations and assigned tasks.
- Knowledge of the ECOWAS mandate and operational goals of relevance to assigned responsibilities.
- Ability to keep up to date with Departmental activities, schedules, and goals of pertinence to own work team, functional area.
- Knowledge of ECOWAS procedures relevant to assigned work and the ability to apply sound judgment in their application.
- Demonstrated strong interest and commitment to ECOWAS values and activities in daily assumption of duties.
- Excellent ability to maintain, process and provide accurate information as part of assigned tasks.
- Ability to organize files and information for easy retrieval and record keeping.
- Ability to spot mistakes, act promptly to correct them and learn from experiences.
- Knowledge and ability to challenge and question fundamental assumptions regarding accepted ways of doing things in the spirit of improvement.
- Ability to use current technology to communicate effectively e.g. office software programs, including spreadsheets, word processing and graphic presentation software; ability to type and format presentations, reports, manuals, newsletters, website content and proficiency in information communication technologies (ICT).
- Well-developed information sharing skills using technology and in accordance with established processes and practices.
- Advanced verbal assertiveness and communication skills with a demonstrated ability to acknowledge and understand the validity of others’ viewpoints and to respond in a constructive manner.
- Fluency in oral and written expressions in one of the ECOWAS official languages of the Community (English, French & Portuguese). Knowledge of an additional one will be an added advantage.
- Ability to allocate time for specific tasks in a manner that will meet deadlines and quality/quantity expectations.
- Good organizational skills with an excellent ability to break down work into smaller parts and focus on the most important steps first.
- Ability to contribute to maintaining organizational performance standards throughout the implementation of new processes, practices and plans adopted by the Department and of relevance to assigned tasks.
- Ability to monitor progress and to consider new goals in the context of assigned responsibilities.
- Ability to follow through with commitments made to others.
More Information
- Job City Abuja, Nigeria
