Service Desk Analyst at The Dangote Group

The Dangote Group is a diversified and fully integrated conglomerate with interests across a range of sectors in Nigeria and Africa. Current interests include Cement, Sugar, Flour, Salt, Pasta, Beverages, Noodles, Poly Products, Transportation and real estate with new initiatives in the Oil and Gas, Telecommunication, Fertilizer and Steel sector of the economy.We are recruiting to fill the position below:Job Title: Service Desk AnalystLocation: LagosDescriptionThe Service Desk Analyst is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Analyst answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion.The Service Desk Analyst escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.DutiesSpecific duties include but are not limited to the following:Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.Respond to questions from all emails and callers.Become familiar with each client and their respective applications.Learn fundamental operations of commonly used software, hardware, and other equipment.Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.Become familiar with Service Desk policies and services.Become familiar with the Systems, Network, Database, Engineers, administrators, developers, and each team in the IT Department.Other duties as assigned by the Service Delivery Manager. 

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