Service Desk Analyst

Section: About the Role 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.

Section: Key Responsibilities

1. Service Desk Operations

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

2. Incident Management

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

3. Service Request Management

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

4. Reporting and Documentation

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

5. Customer and Stakeholder Support

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

6. Compliance and Continuous Improvement

• 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.

Section: 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.
• Additional Requirements
• 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.

Section: Application Closing Date 30 November 2026