Service Desk Analyst

Unified Payment Services Limited is a group of companies with services including Banking, Payment Scheme, Financial Technology, Digital Commerce, Value Added Service, Payment Solutions, Software Solutions, etc. Unified Payments is a principal member or licensed acquirer of American Express, Mastercard, Visa and UnionPay; and has been instrumental in building the infrastructure that supports Nigeria’s modern payments ecosystem. We are recruiting to fill the position below:

Job Title: Service Desk Analyst

Location: Lagos

Employment Type: Full-time 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.