About the Role
ICS Outsourcing Limited, Nigeria's pioneer human resource outsourcing company, is seeking a skilled and proactive Network Operations Center Desk Engineer to join our dynamic technical support team. In this role, you will be responsible for ensuring seamless IT operations, resolving service desk issues promptly, and supporting our mission to deliver world-class business support solutions across Africa.
Key Responsibilities- Monitor, report, and track service desk issues and team activities to ensure optimal operational performance.
- Ensure customer concerns and technical issues are resolved promptly and accurately.
- Support, train, and monitor service desk representatives to maintain high service standards.
- Manage and prioritise incidents, faults, and escalations effectively.
- Prepare comprehensive daily, weekly, and monthly service desk performance reports.
- Analyse ticketing data to provide actionable insights and improve service delivery.
- Establish and maintain robust technical support processes and follow up with customers for feedback.
- Promote strong collaboration across technical and support teams.
- Bachelor's degree in Information Technology, Computer Science, Electrical/Electronics Engineering, or a related field.
- Minimum of 2 years of proven experience working in a telecommunications or ISP environment.
- Demonstrated experience in service desk management and customer relations.
- Relevant ITIL certification will be considered a strong added advantage.
- Hands-on experience with help desk ticketing systems and remote-control tools.
- Proficiency in incident, problem, and change management frameworks.
- Strong command of Microsoft Office Suite including Excel, Word, and PowerPoint.
- Excellent communication, interpersonal, analytical, and problem-solving skills with a willingness to work flexible shifts.
- Competitive salary package with performance-based incentives.
- Comprehensive health insurance and wellness programs.
- Opportunities for professional development and continuous training.
- Dynamic and collaborative work environment with career growth potential.