- Lagos & Abuja, Nigeria
- +234 903 000 5021 · +234 903 351 7214
IT Operations Analyst Support Tier 1
On-site
Surulere, Lagos
Full-time
About this Role
We are seeking a customer-focused and technically capable IT Operations Analyst Support Tier 1 to provide first-line technical support to internal users and help ensure the smooth operation of the organisation’s technology systems.
The successful candidate will be responsible for receiving and prioritising support requests, troubleshooting hardware and software issues, documenting incidents, and escalating complex technical problems to the appropriate teams. The role requires strong problem-solving skills, effective communication, and a commitment to delivering excellent customer service.
Responsibilities
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Handle user support requests received through telephone calls, ticketing systems, chat, and other designated service channels.
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Assess, prioritise, and respond to technical support requests based on urgency and business needs.
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Investigate, troubleshoot, and resolve technical issues promptly, ensuring a high standard of customer service.
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Act as an advocate for users by following up on unresolved issues and ensuring appropriate solutions are provided.
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Communicate support plans, progress updates, and outstanding issues to users and relevant personnel.
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Record incidents, service requests, troubleshooting steps, and resolutions in the designated ticketing system.
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Maintain accurate historical records and documentation for recurring problems and related incidents.
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Troubleshoot proprietary software, third-party applications, and other business technology systems.
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Diagnose and provide technical support for desktops, laptops, tablets, payment terminals, and other hardware used in retail or business environments.
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Provide enhanced support to VIP users and handle their requests with appropriate care and professionalism.
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Collaborate with Operations Support Analyst II and Staff Analyst colleagues to resolve complex technical issues and support technical development.
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Travel periodically to headquarters or retail locations for training and special projects when required.
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Follow documented company processes, identify discrepancies, and report them to the appropriate personnel.
Requirements
The ideal candidate should demonstrate the following competencies:
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Customer Focus: Understand user needs, anticipate potential issues, and prioritise customer satisfaction.
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Adaptability: Adjust effectively to changing priorities, responsibilities, and working conditions.
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Oral Communication: Explain technical information clearly and professionally to users and colleagues.
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Problem-Solving Skills: Identify technical issues, investigate their causes, and implement appropriate solutions.
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Teamwork: Collaborate effectively with colleagues and contribute to shared operational goals.
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Technical Expertise: Apply relevant IT knowledge to troubleshoot hardware, software, applications, and technology systems.
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Written Communication: Maintain clear, accurate, and well-organised technical documentation and reports.
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Results Orientation: Take ownership of assigned issues, follow through on outstanding requests, and work towards timely resolutions.
Candidates should also be comfortable supporting internal users, managing service requests through a ticketing system, and escalating issues beyond their level of expertise when necessary.
What We offer
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₦450,000 net monthly salary.
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An opportunity to develop technical support and IT operations experience.
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Exposure to hardware troubleshooting, software support, ticket management, and enterprise technology systems.
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Opportunities to collaborate with experienced technical support personnel.
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Practical learning through training and participation in special projects.