IT Helpdesk & Business Support Job at Interswitch

Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organisations on a timely and consistent basis. We started operations in 2002 as a transaction switching and electronic payments processing, and have progressively evolved into an integrated payment services company, building and managing payment infrastructure as well as delivering innovative payment products and transactional services throughout the African continent. At Interswitch, we offer unique career opportunities for individuals capable of playing key roles and adding value in an innovative and fun environment.

We are recruiting to fill the position below:

Job Position: IT Helpdesk & Business Support
Job Location: Lagos
Employment Type: Full-time

Job Purpose

• The IT Helpdesk and Business Support role is designed to provide comprehensive technical assistance and support to end-users within the organization.
• This position involves managing and resolving software and hardware issues, supporting business operations, and ensuring the smooth functioning of IT systems.

Key Responsibilities
IT Helpdesk Support:

• Technical Support: Provide first-line technical support to users by diagnosing and resolving hardware, software, and network-related issues.
• Incident Management: Log and track incidents and requests using the IT service management system, ensuring timely and accurate resolution.
• System Maintenance: Perform routine maintenance and updates on computers, servers, network equipment, and printers to ensure optimal performance.
• Software Installation: Install, configure, and maintain software applications and operating systems for end-users.
• Administration for M365, Teams, and Outlook, ensuring security and compliance.
• Install, configure, and maintain computer systems, printers, and peripheral devices.
• Monitor and ensure proper functioning of IT infrastructure, including internet connectivity, VPNs, and cloud services.
• Escalate complex issues to senior IT staff or external vendors when necessary.
• Document IT support requests, resolutions, and recurring issues in the helpdesk system.
• Administration of Cisco Devices: Manage, configure, and administer Cisco devices to ensure network stability and security.

Business Support:

• Business Support: Assist in the implementation and support of business applications, providing training and guidance to users.
• Documentation: Create and maintain comprehensive documentation for helpdesk procedures, troubleshooting guides, and user manuals.
• Communication: Communicate effectively with users, providing clear instructions and updates on the status of their requests.
• Training: Conduct training sessions for staff on new technologies, software applications, and IT policies.
• Assist in maintaining and troubleshooting enterprise applications (e.g., CRM, ERP, collaboration tools).
• Support onboarding and offboarding processes by ensuring employees have the necessary IT resources.
• Work closely with business units to understand their IT needs and suggest improvements.
• Provide training and user guides for common IT processes and best practices.
• Analyze and report on IT performance metrics to optimize support processes.
• Ensure compliance with company IT policies and data security regulations.
• Assist in IT procurement by researching and recommending hardware/software solutions.

Qualifications

• Education: Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 2 years of experience in an IT helpdesk or technical support role.
• Technical Skills: Strong knowledge of Windows, Linux and macOS operating systems, Microsoft Office Suite, M365, Teams, Outlook, and common business applications.
• Problem-solving skills: Excellent analytical and troubleshooting skills with the ability to resolve technical issues efficiently.
• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience with Active Directory, Office 365, and cloud-based applications.
• Excellent communication and interpersonal skills for interacting with end-users.
• Basic knowledge of IT security practices, including endpoint protection and data backup solutions.
• Experience with ticketing systems and IT asset management tools is a plus.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: Demonstrated commitment to providing high-quality customer service and support.
• Certifications: Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Professional (MCP), and Cisco certifications are a plus.