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Service Desk Analyst
About this role
A full‑time Service Desk Analyst role in Lagos for someone to provide first‑line IT support, manage incidents and service requests, and ensure adherence to SLAs and IT policies. Suitable for applicants with IT service desk experience and familiarity with ITSM platforms.
What you would do
- Serve as the first point of contact for IT issues and requests
- Log, prioritise, track, and resolve tickets within SLAs
- Escalate complex incidents to appropriate technical teams and follow up
- Diagnose and resolve hardware, software, network, and application issues
- Maintain records of requests and resolutions and process standard service requests
- prepare documentation and reports on incidents, resolutions, and service metrics
What they are asking for
- OND in computer science, information technology, computer engineering, MIS or related field
- Experience with an ITSM platform and ticketing systems
- Minimum of 2 years in IT service desk, technical support, or related role
- Experience handling high transaction volumes and reconciliation processes
- Hands-on experience with POS terminal management systems, switching platforms and settlement systems
- Knowledge of CBN PTSA guidelines and payment industry regulations
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