Offre d’emploi chez Melt Group : SERVICE DESK / SUPPORT ANALYST – DOUALA

Douala Douala Douala Douala , Littoral Littoral Littoral Littoral
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Offre d’emploi chez Melt Group : SERVICE DESK / SUPPORT ANALYST – DOUALA

Our client, a multinational company, specialize in Oil and Gas, is looking for a Service Desk/Support Analyst (M/W), to accompany his activities in Cameroon.

Purpose of the job:

  • The Service Desk & Support Analyst acts as the interface between the IT Department and APCC users (first and central point of contact) for IT service requests and problems, and escalates their resolution to higher levels within the IT Department and with service providers.

Principal Accountabilities and Responsibilities :

  • Administer the IT Service Desk by receiving IT requests and problems, provide feedback to users and escalate to higher levels for timely resolution.
  • Serve as the “single point of contact”, and the “local face of the Service desk” between the Service desk and the users.
  • Perform the induction of new hires on IT services, user systems, policies, procedures and of Information Security Standard activities such as  onitoring of unauthorized access to network.
  • Analyze and Generate IT consumables needs and create requisitions for their acquisition in collaboration with business representatives, in a cost- effective manner and produce consumption reports.
  • Contribute to achieving an annual APCC IT Customer Satisfaction rating of above 75% and achieve consistent request management performance of 80% within Service Level Agreement (SLA).
  • Maintain up to date knowledge on current and future security threats and vulnerabilities.
  • Investigate and handle security breaches within a defined area of responsibility to maintain the compliance with internal security policies.
  • Perform the network administration of users accounts and provide access to services within the APCC network infrastructure domain.
  • Monitor and take appropriate actions on IT collaboration tools (Videoconference, virtual conference rooms etc.).
  • Comply with company’s HSSE, IT, Information Security and other regulatory standards.

Key challenges:

  • Approximately 40% of each day is spent standing or walking around the premises to attend to users.
  • Occasionally needs to work in awkward positions while troubleshooting computers related issues.
  • Concentration is regularly required while working on computer.
  • Maintains a consistent cordial, friendly and user-friendly manner in a fast- paced, multi-faceted and challenging environment while on call.
  • Ensures over 60% of all IT requests and problems are resolved at the Service Desk level without escalation.
  • Delivers consistent IT support services across a diverse landscape (from onshore to offshore).
  • Demonstrate Leadership and Accountability in managing IT problems, requests and dissemination of information to end users.
  • Ensure timely response and feedback on IT issues to end users.

Experience / Competence requirements:

  • HND in Engineering/IT/Computing or related field.
  • 03 years’ experience.
  • Microsoft Certified Professional (MCP) or equivalent professional IT certification.
  • Have at least 3 years’ experience in providing IT services and support to customers.
  • Broad understanding of the Exploration and Production (EP) business.
  • Ability to work with other disciplines in a global environment, and to bridge technical, and IM/IS skills.
  • Strong interpersonal skills (courteous, confident, friendly but professional manner, assertive, empathetic).
  • Ability to work within and respond to a high paced work environment.
  • Excellent organization and time management skills.
  • Proven problem solving and complaint handling skills.
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows and Microsoft Office.
  • Bilingual (Fluent in both oral and written English and French).
  • Information Technology Infrastructure Library (ITIL) Foundation certificate.
  • MCDST (Microsoft Certified Desktop Support Technician; Comptia +.

NB: 06 months maximum of short term contract.


Click here to apply.



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