IT Operations Analyst Support Tier 1

About the role

TalentForge Solutions is looking for a customer-focused, technically capable IT Operations Analyst Support Tier 1 to provide first-line technical support to internal users and help keep the organisation's technology systems running smoothly. The role is on-site in Surulere, Lagos, full-time, and involves handling support requests, troubleshooting hardware and software, documenting incidents and escalating complex issues.

Key responsibilities

• Handle support requests received by phone, ticketing systems, chat and other service channels
• Assess, prioritise and respond to requests based on urgency and business needs
• Investigate and resolve technical issues promptly, acting as an advocate for users on unresolved issues
• Communicate support plans, progress and outstanding issues to users and colleagues
• Record incidents, service requests, troubleshooting steps and resolutions in the ticketing system, and keep records of recurring problems
• Troubleshoot proprietary software, third-party applications and business technology systems
• Support desktops, laptops, tablets, payment terminals and other hardware used in retail or business environments
• Provide enhanced support to VIP users
• Collaborate with Operations Support Analyst II and Staff Analyst colleagues on complex issues
• Travel periodically to headquarters or retail locations for training and special projects
• Follow documented company processes and report discrepancies

Required profile

• Comfortable supporting internal users and managing service requests through a ticketing system
• Willingness to escalate issues beyond their own expertise
• Customer focus, adaptability, oral and written communication, teamwork and results orientation

Required skills

• Hardware and software troubleshooting
• Ticket management
• Enterprise technology systems support

What we offer

• Net monthly salary of N450,000
• Development of technical support and IT operations experience
• Exposure to hardware troubleshooting, software support, ticket management and enterprise systems
• Training and participation in special projects

To apply, send your CV by email to the TalentForge Solutions recruitment team, quoting the position title in the subject line; only qualified candidates will be contacted.