​​​​​​​Job Summary

• The Service Desk Analyst will serve as the first point of contact for IT-related incidents, service requests, and user support across the organization. The role requires timely resolution of issues, excellent communication skills, and strict adherence to IT service management standards to ensure seamless operational support.

 Key Responsibilities

• Provide first-level technical support for hardware, software, network, and application-related issues.
• Log, track, prioritize, and resolve incidents and service requests using the service desk ticketing system.
• Escalate unresolved issues to appropriate internal teams while maintaining ownership until closure.
• Monitor system alerts and proactively identify potential issues.
• Ensure compliance with service level agreements (SLAs).
• Maintain accurate documentation of incidents, solutions, and standard operating procedures.
• Provide user guidance and basic training on IT systems and tools.
• Collaborate with internal teams to improve service delivery and operational efficiency.

 Educational Qualifications

• Service Desk Supervisor: OND
• Service Desk Analyst: BSc (strictly relevant courses as stated in the JD)

 Experience Requirements

• Minimum of 3 years relevant experience in IT support or service desk operations.
• Candidates with frequent job changes or tenure of 2 years and below per organization will not be considered (rolling stone profiles are not acceptable).

 Age Requirements

• Team Members: Must not be more than 38 years old
• HOD Applicants: Must not be more than 48 years old
• Group Head Applicants: Must not be more than 52 years old
• Mandatory Do’s / Don’ts (Strict Screening Criteria)
• Candidates with Third Class degrees (Bachelor’s) are not acceptable
• Candidates with Pass grades (HND/OND) are not acceptable
• Part-time degree holders are not acceptable
• Degrees from open universities or unaccredited institutions (e.g., Benin Republic) are not acceptable
• Candidates whose course of study does not strictly align with the JD are not acceptable

 Required Skills & Competencies

• Strong troubleshooting and analytical skills
• Excellent verbal and written communication
• Customer-focused mindset with attention to detail
• Ability to work onsite and collaborate with cross-functional teams
• Basic knowledge of ITIL processes is an added advantage