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Job Alert: Senior IT Service Desk Officer at a Top-tier Commercial Bank – Growth in Value Alliance (GVA) Partners Limited



Growth in Value Alliance (GVA) Partners Limited – Our client, a top-tier Commercial Bank, is currently recruiting suitable candidates to fill the position below:

Job Title: Senior IT Service Desk Officer

Location: Lagos
Employment Type: Full-time

Job Description

  • Our client requires the service of a highly skilled IT service desk officer who will act as the first point of contact for Managed Service customers.
  • The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to the specialist teams to investigate and resolve. This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products including; Hosting (Linux and Windows), firewalls and/or WAN (wide area networks) technologies.


  • Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
  • Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with first time fault resolution
  • Identify and escalate repeat issues or service risks into service management teams
  • Sharing knowledge with team colleagues
  • Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational.


  • First Degree in Computer Science or any related discipline
  • Minimum of 5 years’ experience in area of specialization
  • Practitioner certificate in ITIL is a must
  • Experience in IT service support and delivery experience
  • Provides understanding of service delivery and service support environment
  • Must be able to demonstrate a customer first approach to support
  • The ability to liaise and communicate confidently and professionally with customer representatives at all levels
  • Natural aptitude for trouble shooting & problem solving
  • Have solid experience in a helpdesk or technical support environment
  • Highly organised and able to work on own initiative to complete the range of tasks required
  • Flexible and willing to work outside core business hours as required Technical Knowledge
  • Be qualified to at least one of the following levels
  • Cisco certified network associate (CCNA)
  • Microsoft certified solutions associate (MCSA)
  • Fortinet certified network security administrator (FCNSA).

Application Closing Date
15th January, 2022.

Method of Application
Interested and qualified candidates should send their updated CV in MS word and PDF to: [email protected] and copy: [email protected] using the Job Title as the subject of the email.

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