NC 06 – Support Analyst – IT Service Management (5 Year Contract) (1) ( Contract)

Responsibilities or duties

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

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

• 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.

Experience needed

Not less than one (1) year of relevant IT experience at a similar level in an organisation of similar size.

• 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

• 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.