About the Role
Unified Payment Services Limited (UP®) is Nigeria's premier Payments and Financial Technology company, operating as a vital shared infrastructure for the banking community since 1997. We are currently looking for a skilled Service Desk Analyst to join our dynamic technology team in Lagos. In this role, you will serve as the initial point of contact for all IT-related inquiries, ensuring timely resolution of technical incidents, adherence to Service Level Agreements (SLAs), and seamless operational workflows for our internal and external stakeholders.
Key Responsibilities- Serve as the primary point of contact for receiving, logging, prioritizing, and resolving IT incidents and service requests within established SLAs.
- Diagnose and troubleshoot hardware, software, network, and application issues, escalating complex problems to specialized technical teams.
- Manage POS terminal management systems, switching platforms, and settlement systems while ensuring compliance with CBN PTSA Guidelines and payment industry regulations.
- Process standard IT service requests efficiently and maintain accurate logs of all resolutions within the IT Service Management (ITSM) ticketing platform.
- Prepare comprehensive service desk reports covering incident trends, resolution times, transaction reporting, and analysis.
- Contribute to continuous improvement initiatives by identifying recurring technical issues and updating support documentation and knowledge bases.
- Minimum of an OND in Computer Science, Information Technology, Computer Engineering, Management Information Systems, or a related discipline.
- At least 2 years of proven experience in an IT service desk, technical support, help desk, or enterprise IT environment.
- Hands-on familiarity with ITSM platforms, ticketing systems, and corporate IT support frameworks.
- Strong understanding of payment industry regulations, CBN PTSA Guidelines, transaction volumes, and dispute processes.
- Exceptional problem-solving abilities coupled with outstanding customer service and communication skills.
- Competitive salary and performance-based incentives aligned with industry standards.
- Comprehensive health insurance and wellness coverage for employees and dependents.
- Opportunities for professional growth, continuous learning, and career advancement in fintech.
- A collaborative, innovative, and inclusive work environment at Nigeria's leading payment technology institution.