IT Service Desk Specialist

About the role

Network International is seeking an IT Service Desk Specialist to provide first‑line support for its payment and acquisition platforms. The role works 24/7 to monitor live environments, resolve system alerts and ensure continuous transaction processing for clients across the Middle East and Africa.

Key responsibilities

• Provide first‑line IT support for internal departments and external clients.
• Monitor live payment environments 24/7, including Visa, Mastercard, AMEX, Diners, CUP and local gateways.
• Report disconnections, errors or alerts to relevant internal teams and client contacts.
• Maintain accurate records of interface issues that affect online traffic.
• Escalate any transaction failures to the Online Team and affected clients.
• Assist Online and ATM teams in analysing and investigating transaction problems.
• Track and report abnormal events impacting the authorization process.
• Monitor online service units such as batch processors, refresh units and crypto servers.
• Oversee loading of balance files and ensure system device availability.
• Create, dispatch and follow up on Jira tickets, and produce weekly aging reports.
• Respond to user requests via Jira, email or phone and coordinate with second‑level support to resolve technical issues.

Required profile

• Experience in an IT support or service‑desk environment, preferably within financial services.
• Ability to work in shifts and handle 24/7 monitoring duties.
• Strong communication skills to interact with internal teams and external client contacts.
• Detail‑oriented approach to accurately log incidents and track ticket progress.

Required skills

• Proficiency with Jira ticketing system.
• Experience monitoring payment systems such as Visa, Mastercard, AMEX, Diners Club and CUP.
• Knowledge of batch processing, refresh units and crypto server monitoring.
• Familiarity with loading and reconciling balance files.
• Ability to monitor system devices and ensure high availability.