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IT Service Delivery OfficerFlour Mills

a month0 Applicants
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job description - IT Service Delivery Officer

  • To plan and coordinate timely and adequate service delivery of all IT support requests for the company and supported subsidiaries in line with approved organizational information technology policies and procedures.
  • In addition to managing a potentially large staff of support agents (in multiple locations, shifts), the service desk officer also monitors operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives.

The Job

  • Monitor & Lead operations to ensure that tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives.
  • Take accountability for ensuring that business activities go without a hitch, service level agreements (SLAs) are reached, and service desk clients are satisfied with the support they receive.
  • Define a set of internal procedures, policies, controls, and operations as well as directing help desk representatives in their adoption and compliance.
  • Participate in activities or oversee a small team contributing to project work (major incidents, changes, and releases, DRP, ITSM tool implementation).
  • Develop and update a PC setup and maintenance plan in collaboration with the Service Desk Manager.
  • Proactively monitor operational performance and diagnose system issues that affect end users, then take the necessary steps to resolve them.
  • Collaborate with internal departments and external service providers to ensure that escalated incidents or service requests are resolved as soon as possible.
  • Ensure various types of information are communicated to users through the appropriate channel(s).
  • Monitor and ensure client systems are updated with current patches, Anti-Virus definition and approved other end user compliance metrics (defined periodic reports may be required.


  • B.Sc in Computer Science or related course
  • IT Information Library (ITIL) Intermedia, Security & Network Certification is an added advantage.


  • 3 years’ experience in related field.

The Person Must:

  • Have excellent verbal and written communication skills.
  • Possess analytical and problem-solving abilities.
  • Have excellent customer service skills.
  • Have the ability to clearly and confidently communicate IT solutions to end users.
  • Pay keen attention to details and be highly organized.
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About the company
Flour Mills  logo

We are one of the largest food and agro-allied companies in Nigeria, we make products of superior quality and value for your money.

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