Service Desk Analyst

Service Desk Analyst

The Service Desk Analyst will provide first-line technical support to employees and users by receiving, logging, diagnosing, resolving, and escalating technology-related incidents and service requests. The role focuses on timely issue resolution, optimal user experience, system availability, and compliance with Service Level Agreements (SLAs), IT policies, and service management standards.

Responsibilities

• Serve as the first point of contact for IT-related issues and requests.
• Log, prioritise, track, and resolve tickets within agreed SLAs.
• Diagnose and resolve hardware, software, network, and application issues.
• Escalate complex incidents to the appropriate technical teams and follow up until resolution.
• Process standard IT service requests and ensure timely completion.
• Maintain accurate records of requests and resolutions.
• Prepare service desk reports covering incidents, requests, resolution times, transaction reporting, and analysis.
• Provide professional, customer-focused technical support to internal and external customers.
• Ensure compliance with IT policies, security requirements, and IT Service Management (ITSM) processes.
• Identify recurring issues and recommend improvements to enhance service quality and user experience.

Requirements

• OND in Computer Science, Information Technology, Computer Engineering, Management Information Systems, or a related discipline.
• Minimum of 2 years' experience in IT service desk, technical support, help desk, or a related IT support role.
• Experience working with an IT Service Management (ITSM) platform and ticketing systems.
• Experience providing first-level technical support in a corporate or enterprise environment.
• Strong understanding of CBN PTSA Guidelines and payment industry regulations.
• Hands-on experience with POS terminal management systems, switching platforms, and settlement systems.
• Proven ability to manage high transaction volumes, reconciliation, and dispute processes.

How to Apply Interested and qualified candidates should send their CV to: opeoluwa.oluyemi@up-ng.com Subject: Service Desk Analyst