Summary
Date Posted: Tuesday, September 17 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Description
Ict Officer – Service Desk, Salary Grade Zra06 (1 Position)-Business Facilitation, Ict Function
A. Purpose
Reporting directly to the Senior ICT Officer – Quality Assurance, the jobholder will be responsible to provide first-line support to end users who face problems with computer software and hardware. The Jobholder will be the first point of contact for all ICT and communication issues, troubleshoot problems and provide appropriate solutions to customers.
Responsibility:

B. MAIN DUTIES/ACCOUNTABILITIES
1. To investigate client complaints and non-conformance issues and provide first-level support to in-house staff ensuring customer satisfaction.
2. Respond to or facilitate for responses to technical queries, manage user calls and requests.
3. Maintain excellent communication with all end-users and other members of the ICT department.
4. Liaise with the ICT Technical units to support all end-users and ensure that all queries are resolved as per Service level Agreement.
5. Review problem trends to proactively act to manage the trend in mitigating further records of failure or downtime.
6. Monitor the services’ workflows and alert responsible resolvers when breach time is reached.
7. Ensure that all technical actors are connected to the service manager through installation of service manager clients.
8. Track and route problems and requests and document resolutions accordingly.
9. Submit weekly service incidents to the queue managers and resolve first level incidents.
10. Escalate user support requests to higher-level ICT support specialists and experts.
11. Create knowledge base on service desk system.
12. Perform information security risk assessment as assigned by the supervisor.
13. To carry out research on the latest service desk delivery, tools/technologies and make necessary recommendations.
14. Monitor and assess the information protection activities, procedures and systems.

C. MINIMUM REQUIREMENTS
1. Grade Twelve School Certificate/General Certificate of Education Equivalent with five (5) Credits or better;
2. Diploma in Computer Science, Information Systems or equivalent;
3. Minimum four (4) years’ relevant post qualifying work experience in the Information and Communication Technology profession; and
4. Must be a valid member of ICTAZ or any other relevant professional body

D. OTHER SKILLS AND ATTRIBUTES
1. High level of integrity
2. Computer security and quality assurance skills
3. Good personal organisation
4. Accommodating personality
5. Self-disciplined
6. Principled
7. Strong incorruptible character

Work Hours: 8

Experience in Months: 48

Level of Education: Postgraduate Degree

Job application procedure
1. Candidates who meet the above role specifications and required competencies should apply online on ARUTI SYSTEM before close of business (1700 Hours) on Friday, 20th September, 2024. Submit your application including a cover letter, curriculum vitae, certified Grade 12 and Degree Certificates including Only relevant certificates and professional subscription as one (1) PDF file.
2. Applications for employment must be addressed to the Director Human Resource, clearly indicating the position applied for not later than the deadline. Applications received after the deadline shall not be considered and only candidates that meet the criteria shall be contacted.
Experience :
4.0 Year(s)
• Job Opening date : 16-Sep-2024
• Job closing date : 20-Sep-2024
• To apply for this job please visit careers.zra.org.zm.

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