State Helpdesk Officer – Jigawa at IITA – International Institute of Tropical Agriculture

The International Institute of Tropical Agriculture (IITA) is one of the world’s leading research partners in finding solutions for hunger, malnutrition, and poverty. Our award-winning research for development (R4D) addresses the development needs of tropical countries. We work with partners to enhance crop quality and productivity, reduce producer and consumer risks, and generate wealth from agriculture.

We are a nonprofit organization founded in 1967, governed by a Board of Trustees, and supported by several countries.

Our mission is to enhance food security and improve livelihoods in Africa through research for development (R4D).
We use the R4D model in setting a research course that addresses major development problems in Africa rather than simply contributing to scientific knowledge. It has proven to be an effective mechanism for agricultural research development. We and our partners have delivered about 70% of the international research impact in sun-Saharan Africa in the last three decades.Duties

Operate the state-level program help desk (in person, by phone and/or through other designated channels), responding to enquiries from prospective and enrolled participants, community members and partners in a timely and courteous manner.
Provide accurate information on program eligibility, application procedures, training schedules, Youth Agribusiness Park access, and available support services (finance linkage, starter kits, mentorship).
Receive, log and route participant and community feedback, questions and complaints (including safeguarding-sensitive concerns) to the appropriate focal point, in line with the program's complaints and feedback mechanism and safeguarding procedures.
Support outreach and community sensitization activities to raise awareness of the program, particularly among young women, persons with disabilities, and internally displaced youth.
Maintain an organized, up-to-date log/database of enquiries, referrals and resolutions for reporting and continuous improvement purposes.
Support monitoring of relevant local policy, regulatory and market developments affecting youth agribusiness in the state, and flag emerging issues to the State Field Coordinator and PMO.
Assist with registration, attendance tracking and basic support during training sessions, cohort enrolment and Youth Agribusiness Park events.
Coordinate with the State Training Officer, State Admin and Logistics Officer, and other state team members to ensure participants receive consistent and accurate information.
Prepare periodic summary reports on help desk activity, common enquiry themes, and feedback trends for the State Field Coordinator and PMO.
Uphold IITA's safeguarding, confidentiality and code-of-conduct standards in all interactions with participants and the community.
Perform other related duties as assigned by the supervisor

Requirements

Bachelor's degree or equivalent qualification in Social Sciences, Communications, Development Studies, Agriculture or a related field with a minimum of 2 years of experience in customer service, community engagement, front desk operations or a similar public-facing role, preferably within an NGO or development program is required.

Competencies:
The ideal candidate must have:

Excellent interpersonal, listening and communication skills, with fluency in the local language(s) of the state/district and English (or French/Krio as applicable in Liberia/Sierra Leone).
Good working knowledge of the local community, culture and context, including sensitivity to the needs of young women, persons with disabilities and displaced persons.
Basic computer literacy (Microsoft Office) for recording and reporting enquiries.
Patience, discretion and a strong customer-service orientation, with the ability to handle sensitive or difficult conversations professionally.
Willingness to travel locally within the state/district, including to Youth Agribusiness Parks and community locations.
Excellent customer service and interpersonal skills.
Strong verbal and written communication skills.
Ability to communicate effectively with diverse stakeholders.
Strong organizational and record-keeping skills.
Ability to manage multiple tasks and work under pressure.
Good problem solving and conflict resolution skills.
High level of integrity, confidentiality, and professionalism.
Proficiency in Microsoft Office applications and digital communication tools

Benefits

We offer highly competitive salary with equally attractive benefits and excellent working conditions in a pleasant campus environment.