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.