Job Title: Service Desk
Job Code: 20003239
Institution: ECOWAS Commission
Grade: P3/P4
Agency: N/A
Annual Salary: UA49,106.81 / USD77,480.72; UA56,591.37 / USD 89,289.87
Status: Permanent
Department: Internal Services
Directorate: Directorate of Information, Technology Service
Division: Operation, Infrastructure & Maintenance
Line Supervisor: PO, Operations, Infrastructure and Maintenance
Supervising:
- IT Assistants (8)
- Help Desk Assistants (3)
Duty Station: Abuja, Nigeria
Applications should be sent to: b52servicedesk@ecowas.int
Role Overview
Under the direct supervision of the Principal Officer, Operations, Infrastructure and Maintenance, the incumbent will be responsible for overseeing and managing the day-to-day activities of ECOWAS IT Service Desk...
Role and Responsibilities
- Follow up on user-satisfaction issues and feedback responses.
- Monitor incoming service-desk tickets to understand broad trends.
- Manage a team providing first- and second-line technical support.
- Define requirements for Service Desk tools.
- Monitor client requests to identify trends and develop action plans.
- Apply strategic thinking to enhance service delivery.
- Manage operational activities, including staffing and performance reviews.
- Develop IT Services policies and procedures.
- Ensure responsiveness and professionalism in Service Desk operations.
Academic Qualifications and Experience
- Bachelor’s degree in Computer Science, Computer Engineering, or related ICT field.
- Minimum of five (5) years’ experience managing technical or service Helpdesk.
- Experience in IT development, implementation, and maintenance.
- Knowledge of ITIL framework is an advantage.
- Ability to manage financial Helpdesk administration.
Age Limit
Be below 50 years old. This provision does not apply to internal candidates.
ECOWAS Key Competencies
- Ability to persuade/influence others.
- Leadership and teamwork skills.
- Interpersonal and communication skills.
- Knowledge of ECOWAS institutions and policies.
- Technical proficiency in ICT.
- Ability to manage projects effectively.
Assessment Method
Assessment of qualified candidates may include a written exercise and a competency-based interview.
ECOWAS Work Environment
ECOWAS promotes gender equality, diversity, integrity, and work-life balance. Women and underrepresented groups are encouraged to apply.