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End User Support Job Description

The resource will provide a single point of contact for end-users to receive support and maintenance of
desktops, network, and supported business applications. This includes receiving, prioritizing,
documenting/call logging, and actively resolving end user service requests and incident management for
both hardware and software.

The individual will be required to provide in-person service, potentially provide informal training and
knowledge transfer, and may involve the use of diagnostic tools. The incumbent will also participate in
new hardware (desktop/laptop/peripheral/phone) installations, configuration, deployment, and MAC
(Moves/Adds/Changes).
Essential Duties and Responsibilities include the following: Other duties may be assigned.
• Function as the initial point of contact for the company I.T. department by fielding incoming
support requests from end users via telephone, and/or email in a courteous manner. This
including logging all the pertinent details of the support request in the ticket template while
building rapport with and eliciting details from users contacting support.
• Diagnose and resolve incidents related to business applications, including Microsoft Office
products,
• Windows and Mac OS, other supported applications and hardware, printers, mobile devices and
network connectivity.
• Prioritize incidents based on user description and escalate issues functionally to the
appropriately experienced technician if it cannot be resolved by the resource.
• Research and document resolutions to common problems using internal (tickets, knowledgebase,
subject matter experts) and external (Google©, Microsoft, etc.) resources.
• Validate resolution and fulfillment for incidents and service requests with the requesting
user. Participate in major incident process by promptly communicating service outages with
affected users.
• Maintain accurate location-specific hardware and software asset inventory records by updating
the asset database for every user contact.
• Refer major hardware problems to third-party service vendor personnel for correction or
replacement and when necessary during an incident or service request, liaise with third-
party support and equipment vendors.
• Participate in special projects including major hardware and software upgrades as
required. Fix issues related to PC and Mac desktops and laptops within service levels.
• Deploy end user hardware including computers, monitors, printers, cell phones.
• Make recommendations for and/or improvements in the company's computer image.
• Assist with On-Boarding and Off-Boarding process to deliver and recover company IT assets as
appropriate.
• May function as the primary or backup-owner providing physical presence support for one or
more of the following location specific systems: phone system, network cabling, servers,
switches, copiers, printers, conference rooms, data backup/recovery, server room, and UPS
systems.
• Install or perform local administration, installation, upgrade, patching and other maintenance
of software, hardware and peripheral components such as desktop PCs, laptops, tablets,
mobile devices, printers and peripherals following standardized design or installation
specifications.

Office: 3rd Floor, Africa Reinsurance Building, Plot 1679, Karimu Kotun Street, Victoria Island, Lagos, Nigeria.
Phone: +2347038232052 E-Mail: [email protected] Web: www.infodata.com.ng
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• Provide complete setup and configuration of computer systems as well as decommission of

computer systems following specific guidelines, policies, and other related procedures.
• Provide updates, status, and completion information to management and/or users via reports,
presentations, e-mail, or in-person communication.
• Reads, reviews, understands, and keeps up to date on Corporate IT policies (CPs) and all company
IT policies, procedures, work instructions, standard practices, and desk procedures. Must be able to
work occasional nights, weekends and holidays when needed.

Major Competencies/Skills:
• To perform this job successfully, an individual must be able to demonstrate the knowledge, skill,
and/or ability required.
• To provide IT support for desktops, printers/copiers, peripherals, analog & VOIP telephone
systems, mobile devices.
• To provide strong working knowledge of desktop business software and hardware.
To provide strong problem solving, written and verbal communication skills.
• To prioritize and schedule, work independently and as part of a team.
• To uncover ways to improve and promote quality, manage competing demands and priorities
while meeting required commitments.
• To complete assigned projects and tasks on-time and within
budget. To work within the highest level of integrity, ethics, and
safety.
• To operate under minimal direction and exercises independent judgment.

Education and work experience.

Excellent Customer Service and interpersonal skills.
▪ B. Sc degree in Computer Science or Information Technology.
A+ and Microsoft Certified Professional Designation or
higher.
▪ Three (3) years’ work experience with computer installation, configuration and deployment
using imaging software.
▪ Experience supporting Windows XP, Windows 7, Windows 8, Windows 10, Microsoft Office
suites, and general trouble shooting and repair.
▪ Experience supporting Mac hardware and software, including general troubleshooting and
repair. Strong documentation skills and keen attention to details.
▪ Proven analytical and problem-solving abilities.
▪ Ability to effectively prioritize and execute tasks in a high-pressure environment.

Candidate must live in Surulere.

All CV’s should be forwarded to [email protected]

Office: 3rd Floor, Africa Reinsurance Building, Plot 1679, Karimu Kotun Street, Victoria Island, Lagos, Nigeria.
Phone: +2347038232052 E-Mail: [email protected] Web: www.infodata.com.ng