About the Role
Unified Payment Services Limited is Nigeria's premier Payments and Financial Technology company, operating as a shared infrastructure for the banking community. We are currently seeking a dynamic and tech-savvy Service Desk Analyst to join our growing team in Lagos. In this role, you will serve as the primary point of contact for all technology-related incidents and service requests, ensuring optimal system availability and adherence to service level agreements.
Key Responsibilities- Serve as the first point of contact for IT-related issues, efficiently logging, prioritizing, tracking, and resolving tickets within agreed SLAs.
- Diagnose and troubleshoot hardware, software, network, and application issues, escalating complex incidents to appropriate technical teams.
- Process standard IT service requests and maintain accurate, up-to-date records of all troubleshooting steps and resolutions.
- Prepare comprehensive service desk reports covering incident metrics, resolution times, and transaction analysis.
- Provide professional, customer-focused technical support to internal employees and external stakeholders alike.
- Ensure strict compliance with corporate IT policies, security requirements, and ITSM best practices while recommending service quality improvements.
- Minimum of an OND in Computer Science, Information Technology, Computer Engineering, or a related discipline.
- At least 2 years of proven experience in an IT service desk, technical support, or enterprise help desk environment.
- Familiarity with IT Service Management (ITSM) platforms and modern ticketing systems.
- Strong understanding of payment industry regulations, CBN PTSA guidelines, and POS terminal management systems is an added advantage.
- Exceptional problem-solving, communication, and interpersonal skills.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and wellness programs.
- Opportunities for professional development, certifications, and career advancement.
- A collaborative, innovative work culture within the thriving Nigerian fintech sector.