IT Service Desk & Incident Management Analyst at ResumeSurge

ResumeSurge - We connect ambitious businesses with exceptional talent. We are a forward-thinking recruitment consultancy dedicated to helping companies find the right people to drive their success — and helping skilled professionals find the right opportunities to advance their careers.

We are recruiting to fill the position below:

Job Title: IT Service Desk & Incident Management Analyst

Location: Lagos
Employment Type: Full-time

Job Summary

• The IT Service Desk & Incident Management Analyst is responsible for providing first-line IT support, managing user incidents, and ensuring timely resolution of IT service disruptions.
• The role ensures efficient handling of service requests and maintains high levels of user satisfaction and IT service availability.

Duties & Responsibilities

• Serve as the first point of contact for all IT-related issues and service requests.
• Log, categorize, prioritize, and track incidents in the IT service management system.
• Provide first-level troubleshooting and resolution for hardware, software, and network issues.
• Escalate unresolved incidents to appropriate support teams (2nd/3rd line support).
• Monitor incident resolution timelines to ensure compliance with SLAs.
• Support onboarding and off boarding of users (account setup, access provisioning, etc.).
• Maintain accurate records of incidents and service requests.
• Assist in IT asset tracking and inventory management.
• Communicate updates and resolutions to end users in a timely manner.
• Identify recurring issues and contribute to service improvement initiatives.

Requirements

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field.
• ITIL Foundation certification is an added advantage.
• Experience: 1–3 years’ experience in IT support or service desk role.
• Experience using ITSM tools for incident management.
• Experience in financial services environment is an advantage.

Knowledge:

• IT Service Management (ITSM) frameworks (ITIL foundation).
• Operating systems (Windows, macOS, basic Linux).
• Hardware and software troubleshooting.
• Networking basics (LAN/WAN, VPN, Wi-Fi).
• IT ticketing systems (e.g., Service Now, Jira Service Desk, Fresh service).

Skills / Competencies:

• Strong problem-solving and diagnostic skills.
• Customer service and communication skills.
• Ability to prioritize and manage multiple incidents.
• Attention to detail.
• Team collaboration and escalation management.
• Basic technical documentation skills.

Salary
N300,000 - N450,000 monthly.

Application Closing Date
11th June, 2026.