Service Desk Analyst

Dancom Technologies Limited

Job Summary

Manage the lifecycle of all incidents and ensure they are resolved satisfactorily.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

  • Ensure normal services are restored as quickly as possible and adverse impact on operations due to incidents in IT environment is minimized.
  • Identify root causes of problems (that affect IT service) and determine fix required to prevent recurrence of incidents.
  • Identify, log, categories, prioritize, resolve incidents and raise a problem if required.
  • Produce appropriate management information to report incident management performance.
  • Monitor effectiveness of incident management and make recommendations for improvement.
  • Manage major incidents.
  • Identify (either directly from incidents or indirectly through trend analysis, observation, etc.), log, categorize, prioritize, and resolve problems.
  • Define and maintain the overall Service Monitoring & Reporting schedule

Requirements:

  • Good knowledge of ITIL Service Delivery processes (preferably with formal certification)
  • Good understanding of Service Management tools
  • Ability to work under pressure.
  • 2+ years of Service Desk experience

Benefits:

  • Private Health Insurance
  • Paid Time Off
  • Training & Development

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Lagos
| Full Time |
NGN 75,000 - 150,000
2mos