Service Desk Agent

We are seeking a Service Desk Agent  to provide first-level ICT support to Government Ministries, Departments, and Agencies (MDAs) promptly, in accordance with the NITA-U service management framework.

Directorate: E-Government Services

Department: Service Delivery

Reporting to: Service Desk Supervisor

Salary Grade: N6  

• Provide first-level technical support via phone, email, and remote access for MDA ICT-related incidents and service requests, and escalate complex issues to second-level or expert teams in line with escalation procedures.

• Deliver first-level guidance on software installation and configuration (e.g., client applications, antivirus utilities, printer drivers) to facilitate smooth system use and adoption.

• Ensure timely escalation of Tier 2 issues to relevant support teams within defined Operational Level Agreement (OLA) and Service Level Agreement (SLA) timelines; escalate enterprise-solution issues to the Enterprise Solutions Support Team.

• Liaise with relevant units, teams, and functions within NITA-U to coordinate service delivery activities and monitor OLA/SLA compliance.

• Maintain and update the issue and request log, ensuring all incidents and service requests are accurately and promptly recorded in the central IT Service Management (ITSM) system.

• Provide timely feedback to internal and external users on incident resolution, service requests, changes, and planned outages to ensure effective communication and user satisfaction.

• Perform any other duties as may be assigned from time to time by the supervisor.

• Minimum qualification of a Bachelor’s Degree in Computer Science, Information Systems, Information Technology, Software Engineering, or a similar field from a recognized university.

• Professional certification in ITIL and other relevant IT certifications such as MCSE, MCSA, CCNA, etc., will be an added advantage.

• Minimum of two (2) years of demonstrated experience providing first-level technical support within a large enterprise or institutional ICT environment, preferably through a Service Desk or Help Desk function using IT Service Management (ITSM) tools and frameworks.

• Proven experience providing first-level technical support in large enterprise environments using ITSM tools.

• Good understanding of ITIL v4 service operations, including incident logging, escalation, and SLA tracking.

• Strong troubleshooting skills for hardware, software, and network issues across Windows and basic network protocols (TCP/IP, DNS, DHCP).

• Demonstrated ability to deliver customer-focused end-user support and maintain accurate service logs and reports.

• Awareness of cybersecurity best practices and data protection standards (ISO/IEC 27001).

• Excellent communication, teamwork, and problem-solving abilities.

• Excellent communication and active listening skills to effectively interact with end users, technical teams, and management.

• Ability to maintain a professional, customer-oriented attitude when handling user requests or incidents.

• Strong teamwork and collaboration skills to coordinate with internal ICT teams and external service providers.

• Proven ability to explain technical information clearly to non-technical users.

• Demonstrates patience, empathy, and adaptability in high-demand or time-sensitive situations.