Job Title: Help Desk Assistant (5)
Job Code: 20000172, 20000183, 20000173, 20000180
Institution: ECOWAS Commission
Grade: G4/G5/G6
Agency: Commission
Annual Salary: UA 20,166.30/USD 31,818.39; UA 25,527.53/USD 40,277.34; UA 30,178.98/USD 47,616.39
Status: Permanent
Department: Internal Services
Directorate: Directorate of Information, Technology Service
Division: Operation, Infrastructure & Maintenance
Line Supervisor: Service Desk Officer
Supervising: None
Duty Station: Abuja, Nigeria
Applications should be sent to: b52helpdeskassist@ecowas.int
Role Overview
Under the direct supervision of the Service Desk Officer, the incumbent will be the first point of contact for internal staff to report faults and provide IT support services...
Role and Responsibilities
- Diagnose customer issues and provide solutions.
- Provide user support and customer service on supported computer applications and platforms.
- Log all help desk interactions.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions.
- Respond to requests for technical assistance in person, via phone, chat, or email.
- Develop help sheets and FAQ lists for end users.
- Provide immediate support and assistance for incoming queries and issues.
Academic Qualifications and Experience
- Brevet de Technicien Superior (BTS)/ Ordinary National Diploma (OND) in Computer Science, Computer Engineering, or related discipline.
- Five (5) years of progressively responsible work experience as an IT Help Desk Technician.
- Excellent communication skills.
- Experience working with interactive systems.
Age Limit
Be below 50 years old. This provision does not apply to internal candidates.
ECOWAS Key Competencies
- Ability to assume a credible presence when explaining rules, standards, and expectations.
- Strong interpersonal, listening, and multitasking skills.
- Ability to work as part of a team.
- Excellent ability to maintain and process accurate information.
- Good diversity management skills.
- Fluency in English, French, or Portuguese (additional language is an advantage).
Assessment Method
Assessment of qualified candidates may include a written exercise and a competency-based interview.