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Team Tagline
About the role
Unified Payment Services Limited (UP®) is Nigeria's premier Payments & Financial Technology company founded in 1997 by a consortium of leading Nigerian banks. UP® operates as a shared infrastructure for the banking community in Nigeria and a Payments Service Provider within and outside Nigeria, with a vision to be the most preferred e-payment service provider in Africa.
The Service Desk Analyst provides 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 SLAs, IT policies, and service management standards.
Required Skills
Preferred Skills
Similar Skills not Listed
Responsibilities
- Serve as the first point of contact for IT-related issues and requests.
- Log, prioritize, 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 to 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, and transaction reporting & analysis.
- Maintain troubleshooting guides, knowledge bases, and support documentation.
- Provide professional and customer-focused technical support to external and internal customers.
- Collaborate with other Technology teams and external partners to resolve issues.
- Ensure compliance with IT policies, security requirements, and ITSM processes.
- Identify recurring issues and recommend improvements to enhance service quality and user experience.
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