Helpdesk Specialist (Non-Technical Support)

About the role

Brilliant Computers is looking for a professional, organised and customer-focused non-technical Helpdesk / Service Desk Specialist in Otan Ayegbaju, Osun State. The role acts as the first point of contact for customers and internal users needing support, information or coordination, covering request intake, ticketing, follow-up and escalation. It is a full-time position with working hours of 8:00 AM to 5:00 PM and a starting gross salary of N200,000 per month.

Key responsibilities

• Receive requests by email, phone, messaging platforms and service-management systems, log them accurately in a ticketing system and categorise and prioritise them.
• Route requests to the right team, specialist, vendor or department and follow up until they are resolved.
• Provide courteous, timely assistance, explain next steps, give progress updates and confirm resolution before closing tickets.
• Maintain accurate tickets, monitor open and overdue ones, and escalate complaints and technical issues appropriately.
• Coordinate between customers and internal teams, track completion dates and confirm appointments, visits and deliveries.
• Offer basic first-line guidance such as checking power connections, confirming whether an issue affects one or many users and collecting error messages and screenshots.
• Escalate only when needed, keep stakeholders informed of delays, and report daily, weekly or monthly service desk activity.

Required profile

• HND, bachelor's degree or equivalent in Business Administration, Customer Service, Office Administration, Information Technology, Computer Science, Communication or a related field.
• Previous customer service, call centre, helpdesk or office administration experience is an advantage; fresh graduates with strong communication and organisation skills may also be considered.
• Good computer literacy and good written and spoken English.
• Comfortable using computers and ticketing systems, and willing to learn basic IT service terminology.

Required skills

• Working knowledge of Microsoft Word, Excel, Outlook and Teams or similar productivity tools.
• Ability to type accurately and keep good records.
• Excellent communication, customer service, documentation, organisation, follow-up and problem-solving skills.