Company: NEPTUNE HOLDING COMPANY (NHC)
Location: Douala
Contract Type: Permanent
Start Date: April 1, 2026
JOB DESCRIPTION
We are recruiting three (03) Service Desk Assistants/Specialists for the IT and Technology Department of the NHC Group. Reporting to the IT Support Manager/Service Desk Manager, the Service Desk Specialist will be the single point of contact (SPOC) between users and IT. They will be responsible for receiving, qualifying, and processing requests and incidents, providing Level 1/Level 2 support, escalating to technical teams when necessary, and contributing to the continuous improvement of the service through adherence to SLAs and knowledge base documentation.
RESPONSIBILITIES
SINGLE POINT OF CONTACT (SPOC) AND RECEPTION: receiving user requests, qualifying their needs;
TICKET MANAGEMENT (INCIDENTS VS. REQUESTS (ITIL)): recording and categorization, differentiation between incidents and requests, application of the correct workflow;
LEVEL 1/LEVEL 2 SUPPORT: DIAGNOSIS, RESOLUTION, AND ASSISTANCE: resolution of common problems, user guidance, documentation of solutions;
ESCALATION AND COORDINATION WITH TECHNICAL TEAMS: effective escalation, monitoring of processing, communication with the user;
SLA MONITORING, QUALITY OF SERVICE, AND CAPITALIZATION: compliance with SLAs/OLAs, reporting, contribution to the knowledge base to reduce recurring incidents, promotion and improvement of self-service solutions.
QUALIFICATIONS
1. Degrees and Experience
: Hold a minimum of a 2-year post-secondary degree in computer science or equivalent;
Have a minimum of 2 years of experience in user support/service desk.
2. Skills:
Possess technical skills in Windows, Office 365, Active Directory, and ticketing systems (ServiceNow, Jira Service Management).
Strong ITIL fundamentals, workstation support, and problem-solving skills;
Fluency in spoken French and professional English;
Proficiency in ticketing and remote support tools (TeamViewer, AnyDesk);
Excellent interpersonal skills (active listening, patience, and communication skills).
3. Strengths and other skills
Leadership;
Customer service orientation;
Operational rigor (adherence to standards, procedures, and schedules);
Responsiveness;
Analytical skills; Ability
to work well under pressure;
Results-oriented.
HOW TO APPLY?
To apply, please send your CV and cover letter to: careers@neptune-oil.com
Note: Applications from women are strongly encouraged.
APPLICATION DEADLINE: March 1, 2026 at 6:00 PM
