IT Service Delivery Analyst

Position: IT Service Desk Analyst

About Us

Crown Interactive is a Nigerian-headquartered software company delivering world-class digital infrastructure solutions for Africa, by Africans. Founded in the UK in 2005 and restructured in 2012 to focus on Africa. We design and implement sovereign digital platforms for governments and critical sectors. With over two decades of experience executing complex projects, we have become Africa's leading partner in sovereign government digital transformation, combining innovation and strong execution to deliver impactful outcomes.

As a software company, we have developed business support systems that facilitate the delivery of our SaaS and Enterprise solutions, thus maximizing our potential value and we're looking for a Head of Operations who shares our passion.

Job Objective

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?

At
Crown Interactive

, we are seeking a
skilled and service-oriented IT Service Desk Analyst

to join our growing technology team. 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.

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.

As a core member of our IT Operations team, the IT Service Desk Analyst will collaborate closely with engineers, product teams, and business units to resolve issues, escalate incidents appropriately, and maintain high service standards. Your work will ensure that users—both internal and external—receive reliable, efficient, and friendly technical support.

Key Responsibilities

·
Incident Monitoring & Coordination

: Monitor and manage incidents in real time using IT service management (ITSM) tools. 

·
Team Coordination

: Work with technical support teams to ensure timely and efficient resolution of incidents. This involves collaborating with cross-functional teams, including Products, development, and operations, to ensure a coordinated response to incidents and problems.

·
Documentation

: Maintain clear, accurate, and detailed records of all incidents, including the actions taken and the final resolution.

·
Communication

: Keep stakeholders informed with timely updates during the lifecycle of an incident. 

·
Process Improvement

: Participate in post-incident reviews to help identify root causes and recommend improvements to the incident management process. 

·
ITIL Adherence

: Follow and contribute to ITIL-based incident management processes and procedures. 

·
Reporting

: Assist in preparing and distributing incident status reports and performance metrics for review by senior management.

Skills and Competencies

• Technical Skills

: Familiarity with IT service management (ITSM) tools and basic knowledge of ITIL processes.
- Knowledge of e-government portals, workflow automation tools
- Digital ID systems, authentication portals, and access security policies
- Support for document management systems, case management systems, licensing/permit systems
- Basic understanding of SaaS architecture (multi-tenant, cloud storage, API integrations)
- Troubleshooting SaaS user access issues
- Knowledge of service portals, ticketing modules, workflow platforms
- ·Ability to escalate issues using logs, screenshots, session recording
- ·Incident, request, problem, and change management

Ticketing tools:

• ServiceNow
• Jira
• ManageEngine
• SLA adherence, escalation matrix, service reporting
• System health dashboards, application monitoring
• Ability to interpret logs, alerts, and performance metrics
• Technical documentation writing
• Standard Operating Procedures (SOP) updates
• Knowledge base creation for recurring issues

Soft Skills

: 

Excellent verbal and written communication skills to effectively relay complex information to diverse audiences, from technical teams to non-technical end-users

, problem-solving abilities, decision-making, leadership qualities, and the ability to work collaboratively in a fast-paced environment

Qualification & Experience

• A minimum of Bachelor's degree
  in Computer Science, Information Technology, or a related field is often preferred.
• The ideal candidate should have a minimum of
  2-4 years of experience in an IT support, help desk, or service desk role is required.

Perks & Benefits:

• Competitive salary and performance-based incentives.
• Sales referral bonus incentives
• Flexible work arrangements
• Health, wellness, and professional development programs.

If you think you have what it takes to join our dynamic and vibrant team, please click the apply button to submit your application and forward your CV to or