IT Helpdesk Support Representative

Job title: IT Helpdesk Support Representative

Location: Surulere, Lagos, Nigeria

Salary: NGN 450,000 monthly

Employment Type: Full-Time

Work Arrangement: On-site

Sector: Information Technology & Software

Experience Level: Junior (1-3 years)

Application Deadline: October 31, 2026

About the Company: This role is with a prominent organization operating at the forefront of the technology and professional services industry. They are dedicated to delivering innovative solutions and exceptional client experiences. The company fosters a dynamic environment where technical expertise and customer focus are highly valued. They are committed to maintaining high standards of operational efficiency and data security, ensuring their clients receive reliable and effective support. Their services likely encompass a range of technological solutions, aiming to empower businesses through advanced software and professional guidance. The emphasis on customer satisfaction and continuous improvement suggests a forward-thinking approach to service delivery.

Job Description: We are seeking a dedicated and customer-centric IT Helpdesk Support Representative to join a leading organization within the technology and professional services sector. This role is ideal for individuals with a robust IT background, exceptional troubleshooting capabilities, and a passion for delivering outstanding technical assistance across various communication platforms.

Required

Skills

• Technical Support, Customer Service, Troubleshooting, Software Support, Microsoft Office Suite, Microsoft Azure, Zendesk, SaaS Applications, Communication Skills, Problem-Solving, Time Management, Data Security, Privacy Policies

Key Responsibilities

• Provide timely and professional technical support to customers via phone, email, and live chat.
• Troubleshoot and resolve software-related issues, escalating complex cases when necessary.
• Guide customers through step-by-step technical solutions.
• Develop a strong understanding of the company's software applications and services.
• Accurately document customer interactions, technical issues, and resolutions.
• Maintain a Customer Satisfaction (CSAT) score of at least 90%.
• Collaborate with internal teams to identify recurring technical issues and recommend improvements.
• Ensure compliance with data security, privacy policies, and operational procedures.
• Manage customer follow-ups effectively while handling new support requests.

Qualifications

• Minimum of 2 years of experience in a customer-facing or technical support role.
• Strong IT knowledge, including computer systems, networking, and software troubleshooting.
• Previous experience in the tax, accounting, or financial services industry is preferred.
• Proficiency in Microsoft Office Suite, Microsoft Azure, and Zendesk.
• Experience supporting SaaS applications is an added advantage.
• Excellent written and verbal communication skills.
• Strong problem-solving, organizational, and time-management abilities.
• Ability to multitask, prioritize support requests, and work effectively in a fast-paced environment.
• Must reside in Surulere or within close proximity.