Service Desk Engineer 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 recruiting to fill the position below:

Job Title: Service Desk Engineer

Location: Lagos

Job Summary

  • Our client requires the service of a highly skilled Service desk engineer who has 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.

Job Description

  • Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database.
  • Assist in providing first-level phone support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
  • Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.
  • Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.
  • Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
  • Provide continuous user application and system support to the call centre and other relevant IT units.
  • Communicate resolution of faults to end-users/ request initiators.
  • Assist in developing programmes for training end users on self-help tips and office application usage.
  • Ensure security of all workstations through proper installation and regular updates of an effective anti-virus program on every workstation.
  • Implement/comply with pre-defined service desk management policies and procedures.
  • Assist in administering internal customer satisfaction surveys to obtain feedback on helpdesk efficiency where necessary
  • Liaise with relevant unit/ team/function in carrying out all relevant activities.
  • Attend team/divisional/departmental meetings as required.
  • Provide guidance and manage the performance of subordinates where applicable.
  • Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Desk.
  • Perform any other duties as assigned by the Manager, Service Desk.


  • B.Sc in Computer Science or any other related discipline with at least 8 years experience.
  • Practitioner Certificate in ITIL – IT Service Transition or equivalent certification (MUST)
  • Knowledge of Microsoft Office packages and other computer application such as trouble ticketing.
  • Strong knowledge of delivering support in a mixed Microsoft and Apple environment including support of Windows 7/10, OS X, and Microsoft Office suite.
  • Proven troubleshooting methodology and a desire to solve challenges.
  • Basic working knowledge of Active Directory, DNS and DHCP.
  • Basic understanding of network principles (IP addressing, subnets, routing, switching.
  • Working knowledge of antivirus, backups, and virtualization.

Application Closing Date
30th September, 2021.

Method of Application
Interested and qualified candidates should send their CV in MS Word and PDF to: and using the Job Title as the subject of the mail


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