Service Desk Analyst

The Certification Specialist is responsible for validating and certifying ADGT’s products and payment solutions against applicable regulatory, payment network, and industry standards.
This role ensures that products meet all certification requirements prior to deployment by conducting structured testing, reviewing technical documentation, and coordinating certification activities with internal teams and external stakeholders.

• Provide first-line support for IT issues and service requests, ensuring timely resolution or escalation
• Log, track, and manage incidents and requests, maintaining accurate records through ticketing systems
• Troubleshoot common technical issues, including hardware, software, and access-related problems
• Support user access and account management, including onboarding, offboarding, and access requests
• Escalate complex technical issues to second-level support or specialized teams as required
• Communicate with users in a clear and professional manner, providing updates and guidance
• Maintain documentation and knowledge base articles, supporting consistent service delivery

• 1–3 years of experience in IT support, service desk, or helpdesk roles
• Experience supporting end users in a corporate or technology environment
• Experience using ticketing systems and service management tools preferred
• Strong problem-solving skills with ability to diagnose and resolve basic technical issues
• Knowledge of Windows environments, common business applications, and hardware troubleshooting
• Strong customer service and communication skills
• Ability to manage multiple requests and prioritize tasks effectively
• Attention to detail and ability to follow established processes

Personal Attributes

• Strategic and analytical thinker.
• Strong stakeholder management skills.
• Proactive and solutions-focused.
• Strong analytical and troubleshooting capability
• High level of accountability and professionalism
• Detail-oriented and proactive.