IT Service Desk Specialist
About this role
About Us:
Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.
Our EVP's:
At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.
Job Description:
Service desk section is formed under the IT Department. The mission of this section is to monitor & handle in cooperation with the concerning departments the issuer & acquirer systems malfunctions in an effective manner to ensure service operation Availability.
Responsibilities:
First line support for IT- Departments.
- Support & monitor Live Environment 24/7.
- Monitoring different payment systems (visa / MC / AMEX / Diners / CUP) and local gateways like 123.
- Reporting any Disconnections, Errors or Alerts Internally to the concerned teams & externally to the concerned client’s contacts.
- Maintaining accurate information for all Teams as the severity of Interface’s Problems affects the Online Traffic Directly.
- Reporting any Failure in Online Traffic (All Types of Transactions) to the Online Team and the concerned clients.
- Supporting the Online & ATM Teams in analyzing & investigating any problem on the Transactions Online Traffic.
- Permanent Following up & reporting any Strange or Abnormal Events that have a direct impact on the Authorization Process.
- Monitoring Online Service Units like Batch processor, refresh unit & Crypto servers.
- Monitoring the Loading of the received balance files.
- Dispatch & follow-on Jira Cases , Preparing & reporting the weekly aging tickets
- Monitor system devices to ensure its availability for internal and external users.
- Receive requests from internal and external users over the Jira ticketing system/mail or phone.
- Provide technical support and solutions required by internal and external users.
- Coordinate with the second level of support to reach proper solutions for technical issues.
Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.
Company at a glance
Over the past 30 years, we have built a business based on long-standing and trusted relationships with many of the leading merchants, financial institutions and payment networks operating in the Middle East and Africa. Such relationships are based on our comprehensive capabilities, scale, local presence in the multiple markets in which we operate, alongside our trusted reputation. This gives us significant scale and leadership in the region, where we operate in more than 50 countries, serve over 130,000 merchants and 250 financial institutions and fintech customers, whilst managing more than 16 million customer credentials.
We have a diversified business model and operate across the entire consumer payments value chain. We do this with a growth-focused strategy through two business lines:
- That enables our merchant customers to ‘take payments’, by providing them with various payment acceptance methods, both online and offline.
- Which supports our financial institution, fintech and other payment issuing institution customers in enabling consumers ‘make payments’, by managing and processing their consumer payment credentials and transactions.
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