Facility Helpdesk Officer Job at Food Concepts

Food Concepts commenced operations in 2001. From inception, our aim has been clear-cut and focused: to revolutionize the food sector in West Africa and to deliver extraordinary satisfaction to our stakeholders.

Since launching in 2004, Chicken Republic (Subsidiary of Food concepts) has already opened 55 stores in Nigeria and Ghana. On this basis, we are proud of the brand’s hard-earned reputation as the fastest growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets). In addition, Chicken Republic was ranked as one of Nigeria’s top 20 brands across all categories (Financial Standards Awards 2009).

We are recruiting to fill the position below:

Job Position: Facility Helpdesk Officer
Job Location: Lagos
Employment Type: Full-time

Job Purpose

• To provide first level contact and convey resolutions to internal customer issues. To escalate unresolved queries to the next level of support. To track, route and redirect issues to the right owners.
• Core Responsibilities and Key Result Areas
• Walk internal customers through problem solving process
• Follow up with internal customers, provide feedback and see problems through to resolution
• Ensure proper recording, documentation and closure of issues
• Recommend procedure modifications or improvements
• Provide first level contact and convey resolutions to internal customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update internal customer data and produce activity reports
• Perform administrative work such as raising payment for vendors and managing imprest
• Perform other administrative functions as assigned.

Key Performance Indicators

• Issues by status
• First response time

Requirements

• A minimum of any technical training is required
• Minimum of 2 years of experience in similar role
• Possession of any technical professional qualification is an added advantage
• Proven working experience in providing help desk support.

Knowledge Requirements

• Working knowledge of help desk software, databases and remote control
• Advanced troubleshooting and multi-tasking
• Customer service orientation.