IT Service Delivery Analyst at Crown Interactive

Crown Interactive delivers innovative, cost-effective, service aggregation solutions to the Telecom, Media and Technology-based sectors. Starting in 2005, this London-based business has gained ground-breaking expertise integrating business systems with evolving information technology.

We are recruiting to fill the position below:

Job Title: IT Service Delivery Analyst

Location: Lagos
Employment Type: Full-time

Job Objective

• Are you passionate about delivering exceptional technical support and ensuring seamless IT service experiences for users?
• Do you have the drive to solve problems efficiently, communicate clearly, and support mission-critical systems with professionalism and care?
• At Crown Interactive, we are seeking a skilled and service-oriented IT Service Desk Analyst to join our growing technology team.
• In this role, you will be the first point of contact for all IT-related inquiries—providing timely support, troubleshooting complex issues, and ensuring uninterrupted access to the digital solutions that power our business and our clients’ operations.
• The ideal candidate brings hands-on experience in IT support, strong analytical skills, and a customer-first approach.
• You should be comfortable working in a fast-paced environment that supports SaaS platforms, enterprise applications, and government digitalization solutions.
• Experience with ticketing systems, incident management, and remote support tools is essential.
• As a core member of our IT Operations team, the IT Service Desk Analyst will collaborate closely with engineers, product teams, and business units to resolve issues, escalate incidents appropriately, and maintain high service standards.
• Your work will ensure that users—both internal and external—receive reliable, efficient, and friendly technical support.

Key Responsibilities

• Incident Monitoring & Coordination: Monitor and manage incidents in real time using IT service management (ITSM) tools. 
• Team Coordination: Work with technical support teams to ensure timely and efficient resolution of incidents. This involves collaborating with cross-functional teams, including Products, development, and operations, to ensure a coordinated response to incidents and problems.
• Documentation: Maintain clear, accurate, and detailed records of all incidents, including the actions taken and the final resolution.
• Communication: Keep stakeholders informed with timely updates during the lifecycle of an incident. 
• Process Improvement: Participate in post-incident reviews to help identify root causes and recommend improvements to the incident management process. 
• ITIL Adherence: Follow and contribute to ITIL-based incident management processes and procedures. 
• Reporting: Assist in preparing and distributing incident status reports and performance metrics for review by senior management.

Qualification & Experience 

• A minimum of Bachelor's degree in Computer Science, Information Technology, or a related field is often preferred.
• The ideal candidate should have a minimum of 2-4 years of experience in an IT support, help desk, or service desk role is required.

Skills and Competencies:

• Technical Skills: Familiarity with IT service management (ITSM) tools and basic knowledge of ITIL processes. 
• Knowledge of e-government portals, workflow automation tools
• Digital ID systems, authentication portals, and access security policies
• Support for document management systems, case management systems, licensing/permit systems
• Basic understanding of SaaS architecture (multi-tenant, cloud storage, API integrations)
• Troubleshooting SaaS user access issues
• Knowledge of service portals, ticketing modules, workflow platforms
• Ability to escalate issues using logs, screenshots, session recording
• Incident, request, problem, and change management.
• Ticketing tools:
  • ServiceNow
  • Jira
  • ManageEngine
• SLA adherence, escalation matrix, service reporting
• System health dashboards, application monitoring
• Ability to interpret logs, alerts, and performance metrics
• Technical documentation writing
• Standard Operating Procedures (SOP) updates
• Knowledge base creation for recurring issues
• Soft Skills: Excellent verbal and written communication skills to effectively relay complex information to diverse audiences, from technical teams to non-technical end-users, problem-solving abilities, decision-making, leadership qualities, and the ability to work collaboratively in a fast-paced environment.

Application Closing Date
Not Specified.