Network Operations Center Desk Engineer at ICS Outsourcing Limited
ICS Outsourcing is Nigeriaâs pioneer Human Resource Outsourcing Company. We are on a mission to provide world-class human resource solutions, using experts while creating value for our shareholders and opportunities in the community. Our vision is to be the most valuable Business Support Solutions Partner to our Clients throughout Africa and beyond.Key Responsibilities
Monitor, report, and track service desk issues and team activities.
Ensure customer concerns are resolved promptly and accurately.
Support, train, and monitor service desk representatives.
Manage and prioritise incidents, faults, and escalations.
Prepare daily, weekly, and monthly service desk performance reports.
Analyse ticketing data and provide actionable insights.
Establish and maintain effective technical support processes.
Follow up with customers to identify areas for improvement.
Provide customer feedback to relevant internal teams.
Promote strong collaboration across technical and support teams.
Requirements
BSc in Information Technology, Computer Science, Electrical/Electronics Engineering, or a related field.
Minimum 2 years' experience in a telecommunications or ISP environment.
Experience in service desk/customer management.
ITIL certification is an added advantage.
Hands-on experience with help desk/ticketing and remote-control tools.
Good knowledge of incident, problem, and change management.
Proficiency in Microsoft Excel, Word, and PowerPoint.
Strong communication, interpersonal, analytical, and problem-solving skills.
Ability to multitask, prioritise workloads, and work under pressure.
Team management skills and a strong customer-service orientation.
Willingness to work shifts and provide support outside regular hours when required.