About the role
NC 06 – Support Analyst – IT Service Management (5 Year Contract) (1) ( Contract) Job Description Discover more
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Engineering & Technology
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Management
Technical Support & Repair
The Support Analyst – IT Service Management will be responsible for providing 1st line support in line with the IT service management guidelines on all service requests raised and/or allocated to them. Service requests that will not be resolved will be escalated via the defined support process
Key Responsibilities
- Provide resolutions to all assigned service requests and issues logged via the Helpdesk.
- Develop and execute ICT Service Management maintenance schedules for all ICT equipment in the Authority.
- Execute all signed-off agreed deliverables in the respective annual balanced scorecard (BSC)
- Develop and executive IT Service Management improvement plans across the Authority.
- Support the execution of various ICT projects and Innovations
Minimum Qualifications
- Grade 12 Certificate with 5 ‘O’ levels with credit or better in Mathematics and English
- Diploma in Computer Science, Information systems management or related field
- Bachelor’s degree in computer science, software engineering, management information systems or a related field will be an added advantage.
- Must be a member of the Information and Communication Technology Association of Zambia (ICTAZ) with a valid practising licence.
- Minimum Experience Required
- Not less than one (1) year of relevant IT experience at a similar level in an organisation of similar size.
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