Helpdesk Officer at Interswitch Group

Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organizations on a timely and consistent basis.

At Interswitch, we offer unique career opportunities for individuals capable of playing key roles and adding value in an innovative and fun environment

Applications are invited from interested and qualified candidates to apply for the role of helpdesk officer at Interswitch Group.

IT Helpdesk & Business Support

Job Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Customer Care Jobs – Tech Job
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Job Description:

• The IT Helpdesk and Business Support role is designed to provide comprehensive technical assistance and support to end-users within the organization.
• This position involves managing and resolving software and hardware issues, supporting business operations, and ensuring the smooth functioning of IT systems.

Key Responsibilities
IT Helpdesk Support:

• Technical Support: Provide first-line technical support to users by diagnosing and resolving hardware, software, and network-related issues.
• Incident Management: Log and track incidents and requests using the IT service management system, ensuring timely and accurate resolution.
• System Maintenance: Perform routine maintenance and updates on computers, servers, network equipment, and printers to ensure optimal performance.
• Software Installation: Install, configure, and maintain software applications and operating systems for end-users.
• Administration for M365, Teams, and Outlook, ensuring security and compliance.
• Install, configure, and maintain computer systems, printers, and peripheral devices.
• Monitor and ensure proper functioning of IT infrastructure, including internet connectivity, VPNs, and cloud services.
• Escalate complex issues to senior IT staff or external vendors when necessary.
• Document IT support requests, resolutions, and recurring issues in the helpdesk system.
• Administration of Cisco Devices: Manage, configure, and administer Cisco devices to ensure network stability and security.

Business Support:

• Business Support: Assist in the implementation and support of business applications, providing training and guidance to users.
• Documentation: Create and maintain comprehensive documentation for helpdesk procedures, troubleshooting guides, and user manuals.
• Communication: Communicate effectively with users, providing clear instructions and updates on the status of their requests.
• Training: Conduct training sessions for staff on new technologies, software applications, and IT policies.
• Assist in maintaining and troubleshooting enterprise applications (e.g., CRM, ERP, collaboration tools).
• Support onboarding and offboarding processes by ensuring employees have the necessary IT resources.
• Work closely with business units to understand their IT needs and suggest improvements.
• Provide training and user guides for common IT processes and best practices.
• Analyze and report on IT performance metrics to optimize support processes.
• Ensure compliance with company IT policies and data security regulations.
• Assist in IT procurement by researching and recommending hardware/software solutions.

Qualifications and Requirements:

• Education: Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 2 years of experience in an IT helpdesk or technical support role.
• Technical Skills: Strong knowledge of Windows, Linux and macOS operating systems, Microsoft Office Suite, M365, Teams, Outlook, and common business applications.
• Problem-solving skills: Excellent analytical and troubleshooting skills with the ability to resolve technical issues efficiently.
• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience with Active Directory, Office 365, and cloud-based applications.
• Excellent communication and interpersonal skills for interacting with end-users.
• Basic knowledge of IT security practices, including endpoint protection and data backup solutions.
• Experience with ticketing systems and IT asset management tools is a plus.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: Demonstrated commitment to providing high-quality customer service and support.
• Certifications: Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Professional (MCP), and Cisco certifications are a plus.

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Customer Relation Management (CRM) Developer

Job Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Customer Care Jobs – Tech Job
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Click HERE to Post A Job

Job Description:

• To design, develop, and maintain Microsoft Dynamics AX 2012 and Dynamics 365 Finance & Operations (F&O) solutions to support business operations and enhance customer relationship management. 
• This role involves customizing, configuring, and integrating CRM functionalities to optimize workflows, improve user experience, and ensure seamless data management.

Job Responsibilities

• Provides technical and functional support in the areas of Microsoft CRM 2012 R2 & future versions administration, problem resolution, support, process mapping, development, testing, security & training.
• Work closely with other team members and partners to complete the ongoing Microsoft CRM on-premises 2012 migration to Dynamics 365 modules including Customer Support and Sales & Marketing
• Work closely with other team members and the lead developer to improve CRM/D365 system, helping the business to achieve her objectives.
• Designs and develops Dynamics 365 projects and customizations to meet the requirements specified in the Business – Requirement Document and Functional Requirement Document.
• Participates in design and code reviews and provides input into the design recommendation and ensures that all solutions are aligned to pre-defined architectural specifications.
• Performs unit tests and integrated testing to ensure delivered solutions are of high quality.
• Helps to define FDDs
• Routinely moves code between environments utilizing best practices
• Collaborates business analysts, other programmer, and internal users to identify, analyze, and troubleshoot technical issues related to Integrations and the Microsoft CRM/D365 application.
• Identifies and escalates impediments, issues, and risks affecting system performance to team lead and immediate supervisor.
• Performs coding changes and development according to established coding standards and best practices
• High level of knowledge with TFS
• Experience with X++, SSRS and MS SQL Server while also being proficient with CRM database structure, coding, and development techniques.
• Communicate effectively, both written and verbally, with both technical and non-technical professionals.
• Own the roadmap, lead projects, and all Microsoft CRM/D365 enhancements
• Implement hotfixes in highly customized environment
• Review, customize, install/upgrade ISV solutions
• Manage the security and access to Dynamics systems
• Ability to lead a project (technical execution)

Interswitch – CONFIDENTIAL:

• Follow the organization define SDLC, branching and CI/CD policies
• Solid understanding of A/R module
• Familiarity with IDMF
• Proactive, will take the initiative and run with projects.

Qualifications and Requirements:

Education:

• University degree in the field of computer science or “STEM” major (Science, Technology, Engineering and Math) or related field.
• Bachelor’s Degree and 3+ years of related experience.
• Microsoft Dynamics 365 Certifications
• TIL

Work Experience:

• Previous experience with Dynamics 365 Modules (Finance and Operation, HR)
• Previous experience with Microsoft CRM 2012 Migration to Dynamics 365
• Microsoft CRM / 365 Development – in-depth knowledge preferred
• Performance Analysis and Troubleshooting — High level of ability and knowledge preferred
• Database Query Languages — High level ability and knowledge preferred
• Verbal Communication — High level of ability preferred
• Written Communication — High level of ability preferred
• Microsoft Tools
• Visual Studio, 3-4 years of experience
• TFS, 3-4 years of experience
• Development Platform (.NET), 3-4 years of experience
• Microsoft Programming Languages (X++, C++, C#, C), XML 3-4 years of experience
• Microsoft SQL Server, 3-4 years of experience
• Microsoft Power Platform, 3-4 years of experience
• Microsoft Office Suite — High level of ability and knowledge preferred
• Progressive experience in technical environments, 3-4 years of experience

Personal Attributes:

• Proven technical ability.
• Ability to set and manage priorities judiciously.
• Excellent written and oral communication skills.
• Excellent interpersonal skills.
• Strong tactical skills.
• Ability to articulate ideas to both technical and non-technical addresses.
• Exceptionally self-motivated and directed.
• Keen attention to detail.
• Superior analytical, evaluative, and problem-solving abilities.
• Exceptional service orientation.
• Self-motivation

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