Service Desk Officer

Background information about the job or company (e.g., role context, company overview)

CIDRZ is a health-focused organisation committed to advancing health through research, programme implementation, care and innovation. The organisation is inviting qualified candidates to explore its current job openings in Zambia.

Responsibilities or duties

• Receives, logs, categorises and prioritises incidents and service requests in the ticketing system.
• Troubleshoots and resolves common application, account, connectivity and workstation problems, including through remote support.
• Escalates application, infrastructure, database and security issues to the relevant specialist team through approved procedures.
• Follows up escalated tickets, keeps users informed and confirms resolution before closure.
• Documents new solutions in the knowledge base and alerts the Service Desk Lead to recurring problems.
• Provides user orientation and routine guidance on system use.

Qualifications or requirements (e.g., education, skills)

• Diploma in Information Technology, Computer Science, Information Systems, Networking or related field Bachelor's degree in a relevant field will be added advantage .

Experience needed

• At least three years' relevant ICT or technical-support experience.
• Experience supporting health information systems or other enterprise applications.
• ITIL Foundation, CCNA, Microsoft or comparable technical certification.
• Experience providing remote support to health facilities.

Technical Knowledge and Skills

• Basic LAN and Internet troubleshooting; Windows support; browser-based applications; user accounts and access; ticketing systems; remote-support tools; basic SQL awareness; EHR/HMIS concepts.

How to Apply

To apply, please visit the application link below:

Apply using the following link: https://jobs.cidrz.org/jobs/view/13491/service-desk-officer