About the Role

The Service Desk Officer will manage IT support requests for software, hardware, and operating systems across the company. You will act as the first point of contact for employees seeking technical assistance—logging, prioritizing, resolving, or escalating issues to relevant IT teams or vendors. This role also supports our branches and subsidiaries, ensuring seamless IT operations across all locations.

Key Responsibilities

• Receive, evaluate, and prioritize IT support requests via phone, email, and voicemail.
• Log and track support tickets using the problem management system, keeping complete documentation.
• Troubleshoot issues related to computers, printers, portable devices (phones, tablets, iPads), and networks.
• Maintain an up-to-date hardware inventory and track all software/hardware issued to employees.
• Enter data associated with invoices, purchase orders, work orders, and equipment registration.
• Liaise with vendors regarding defective products or outsourced IT services.
• Install, configure, and update hardware and software as needed.
• Keep staff informed of IT-related issues, changes, and new system rollouts.
• Generate weekly reports on support services rendered by technicians.
• Ensure support tickets are handled promptly and efficiently.
• Verify that newly created user accounts are properly documented and approved.
• Coordinate with partners and service providers for user equipment support and maintenance.
• Participate in server setup, environmental monitoring, network troubleshooting, and configurations.
• Provide remote technical support to subsidiaries.

Minimum Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• ITIL certification is an added advantage.
• At least 6 months of internship experience in an IT environment.
• Strong communication and presentation skills.
• Excellent interpersonal skills with the ability to work effectively with diverse teams.
• Strong planning, budgeting, project management, and resource management skills.
• Analytical thinker with good decision-making abilities.
• Highly organized, self-motivated, and capable of working well with staff at all levels.

Desired Skills

• Excellent report writing, proposal development, and documentation skills.
• Strong public relations, communication, and stakeholder engagement abilities.
• Knowledge of corporate communications best practices is an added advantage.

• Receive, evaluate, and prioritize IT support requests via phone, email, and voicemail.
• Log and track support tickets using the problem management system, keeping complete documentation.
• Troubleshoot issues related to computers, printers, portable devices (phones, tablets, iPads), and networks.
• Maintain an up-to-date hardware inventory and track all software/hardware issued to employees.
• Enter data associated with invoices, purchase orders, work orders, and equipment registration.
• Liaise with vendors regarding defective products or outsourced IT services.
• Install, configure, and update hardware and software as needed.
• Keep staff informed of IT-related issues, changes, and new system rollouts.
• Generate weekly reports on support services rendered by technicians.
• Ensure support tickets are handled promptly and efficiently.
• Verify that newly created user accounts are properly documented and approved.
• Coordinate with partners and service providers for user equipment support and maintenance.
• Participate in server setup, environmental monitoring, network troubleshooting, and configurations.
• Provide remote technical support to subsidiaries.

• Strong communication and presentation skills
• Excellent interpersonal skills with the ability to work effectively with diverse teams
• Strong planning, budgeting, project management, and resource management skills
• Analytical thinker with good decision-making abilities
• Excellent report writing, proposal development, and documentation skills
• Strong public relations, communication, and stakeholder engagement abilities
• Knowledge of corporate communications best practices

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline
• ITIL certification is an added advantage