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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.
https://www.hotnigerianjobs.com/hotjobs/895383/it-service-desk-incident-management-analyst-at-res.html