Service Desk Analyst

Job Objectives

• To provide effective first-line technical support to employees and users by receiving, logging, diagnosing, resolving, and escalating technology-related incidents and service requests.
• The role ensures timely resolution of IT issues, optimal user experience, system availability, and adherence to established Service Level Agreements (SLAs), IT policies, and service management standards.

Duties & Responsibilities

Service Desk Operations:

• Serve as the first point of contact for IT-related issues and requests.
• Log, prioritize, track, and resolve tickets within agreed SLAs.

Incident Management:

• Diagnose and resolve hardware, software, network, and application issues.
• Escalate complex incidents to the appropriate technical teams and follow up to resolution.

Service Request Management:

• Process standard IT service requests and ensure timely completion.
• Maintain accurate records of requests and resolutions.

Reporting & Documentation:

• Prepare service desk reports covering incidents, requests, resolution times, and transaction reporting & analysis.
• Maintain troubleshooting guides, knowledge bases, and support documentation.

Customer & Stakeholder Support:

• Provide professional and customer-focused technical support to external and internal customers
• Collaborate with other Technology teams and external partners to resolve issues.

Compliance & Continuous Improvement:

• Ensure compliance with IT policies, security requirements, and ITSM processes.
• Identify recurring issues and recommend improvements to enhance service quality and user experience.

Job Requirements

Education:

• OND in Computer Science, Information Technology, Computer Engineering, Management Information Systems, or a related discipline.

Experience:

• 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

Others:

• 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 large transaction volumes, reconciliation, and dispute processes.