IT Service Delivery Analyst at Crown Interactive

About the Role

An exciting opportunity has arisen for a motivated professional to join Crown Interactive as an IT Service Desk Analyst. 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?

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.

About You

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.

Key Responsibilities

• Monitor and manage incidents in real time using IT service management (ITSM) tools
• Serve as the first point of contact for all IT-related inquiries and provide timely technical support
• Troubleshoot complex issues and resolve incidents to maintain uninterrupted access to digital solutions
• Work with technical support teams, including Products, development, and operations teams, to ensure timely and efficient resolution of incidents and problems
• Maintain clear, accurate, and detailed records of all incidents and actions taken
• Escalate incidents appropriately to engineers and product teams
• Ensure high service standards for internal and external users

What We're Looking For

• Hands-on experience in IT support and service delivery
• Strong analytical and problem-solving skills
• Customer-first mindset and excellent communication abilities
• Experience with IT service management (ITSM) tools and ticketing systems
• Proficiency with incident management and remote support tools
• Ability to work effectively in a fast-paced environment
• Collaborative approach to cross-functional teamwork

Location

Lagos, Nigeria