Economic Community of West African States (ECOWAS) – Help Desk Assistant Recruitment
About ECOWAS
The Economic Community of West African States (ECOWAS) is a regional intergovernmental organization composed of fifteen West African nations. Established on May 28, 1975, with the signing of the Treaty of Lagos, ECOWAS aims to foster economic integration, stability, and cooperation among member states. The organization is committed to regional development, peacekeeping, and economic growth by implementing strategic policies that benefit its member nations.
ECOWAS is currently seeking qualified candidates to join its team by filling the following position:
Job Title: Help Desk Assistant
Job Codes: 20000172, 20000183, 20000173, 20000180
Location: Abuja, Nigeria
Institution: ECOWAS Commission
Grade: G4/G5/G6
Department: Internal Services
Directorate: Information and Technology Services
Division: Operations, Infrastructure & Maintenance
Status: Permanent
Reports To: Service Desk Officer
Supervisory Role: None
Job Summary
The Help Desk Assistant will serve as the first point of contact for ECOWAS staff experiencing technical issues. Working under the supervision of the Service Desk Officer, the Help Desk Assistant will be responsible for providing IT support, troubleshooting, and ensuring seamless communication between users and IT support teams. The role requires strong problem-solving skills, excellent customer service abilities, and a proactive approach to IT support.
Key Responsibilities
- Technical Support & Troubleshooting: Diagnose and resolve IT-related issues, including hardware, software, and network problems.
- User Assistance: Provide prompt and effective technical support to internal staff via phone, email, WhatsApp, Zoom, or in person.
- Ticketing & Documentation: Log and manage IT support requests, ensuring all incidents are recorded and tracked in the service desk system.
- System Maintenance: Regularly monitor and update IT systems, software, and hardware to prevent future issues.
- Customer Service: Offer professional and patient guidance to users, ensuring all technical problems are addressed efficiently.
- Problem Escalation: Identify complex issues requiring advanced expertise and escalate them to the appropriate IT personnel.
- Training & Knowledge Sharing: Develop user guides, FAQs, and training materials to improve IT literacy among employees.
- Process Improvement: Provide feedback and recommendations to enhance IT support services and workflows.
- System Updates & Security: Ensure systems are up-to-date with necessary security patches and updates.
- Collaboration: Work closely with other IT team members to implement best practices in technology services.
- Additional Duties: Perform other related tasks as assigned to support IT operations.
Required Qualifications & Experience
- A Brevet de Technicien Supérieur (BTS) / Ordinary National Diploma (OND) or its equivalent in Computer Science, Computer Engineering, Information Technology, or a related field from a recognized institution.
- A minimum of five (5) years of progressively responsible experience in an IT help desk or technical support role.
- Hands-on experience providing IT support, troubleshooting hardware and software issues, and assisting users with common applications such as Microsoft Office, email services, and internet connectivity.
- Proficiency in help desk management software and IT support tools.
- Strong analytical and problem-solving skills to diagnose and resolve technical issues effectively.
- Excellent verbal and written communication skills with the ability to clearly explain technical issues to non-technical users.
- Familiarity with interactive systems and knowledge of IT infrastructure and strategy.
- Experience with office automation software and local area networks.
Age Requirement
- Applicants must be below 50 years of age at the time of application (except for internal candidates).
Key Competencies
- Strong interpersonal and communication skills to provide effective user support.
- Ability to work collaboratively in a team environment while also managing independent tasks efficiently.
- Attention to detail and the ability to analyze IT issues critically.
- Demonstrated ability to prioritize tasks, meet deadlines, and manage multiple responsibilities.
- Capacity to document IT support activities systematically for reference and reporting purposes.
- Knowledge of diversity and inclusion principles with the ability to interact professionally with individuals from different cultural backgrounds.
- Ability to maintain confidentiality and uphold high ethical standards in handling sensitive information.
Work Environment at ECOWAS
ECOWAS offers a diverse and inclusive workplace that values gender equality, integrity, and work-life balance. The organization is committed to fostering an equitable workforce and strongly encourages women, ethnic minorities, individuals with disabilities, and members of underrepresented groups to apply.
Salary & Benefits
- Annual Salary: UA 20,166.30 / USD 31,818.39 to UA 30,178.98 / USD 47,616.39, based on experience and qualifications.
Application Process
Application Deadline: April 21, 2025
How to Apply: Interested and qualified candidates should send their applications to b52helpdeskassist@ecowas.int using the Job Title as the subject line of the email.
[Click here to download the application form (Docx.)]
Important Notes
- Background Checks: All selections and appointments are subject to thorough reference checks and other administrative processes.
- No Application Fees: ECOWAS does not charge any fees for job applications, processing, interviews, training, or recruitment.
- Official Communication: Any correspondence regarding the job application process will be from an official ECOWAS email address.
- Beware of Fraud: ECOWAS does not request bank account details or other financial information from applicants.
For more details and to view the complete job description, follow the official link provided in the job announcement.
