Purpose of Position: 
The role of the HelpDesk Technician is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the HelpDesk Technician is responsible to ensure that an effective solution is provided to the user.
Major Duties and Responsibilities: 
Includes among other the following;
  • Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.
  • Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
  • Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
  • Determines the most effective manner to resolve customer’s technical issue. Engages in research and in depth troubleshooting to resolve technical issues.
  • Consults with full-time staff when necessary.   Records required customer and problem information in CIT’s Work Order System.
  • Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
  • Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
  • Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up.
  • Works on HelpDesk related projects as assigned by supervisor.
Academic Qualification
To perform this job successfully, an individual must be able to possess the following:
  • An equivalent of Diploma/Bachelors’ degree in Telecommunication or relevant field.
  • Grade twelve School Certificate
Professional Qualification
  • Certification on any GSM course is desirable.
  •  Preferably the Job holder need to have not less than one year Experience in hardware, software, network troubleshooting, basic operating system functionality or equivalent training and/or education is extremely beneficial. Customer service experience is preferred.
Communication skills:
  • This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer’s technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.
Decision Making/Judgment:
  •  This position involves projects and/or assignments requiring considerable decision-making authority regarding procedures, plans, and schedules. Although there are sometimes problem-solving guidelines for particular problems, there may be no existing procedures or instructions for those problems. The technician may be on their own in solving problems and determining satisfactory solutions. Ability to work independently and in a team setting is imperative.
Other Skills and Abilities:
  • Must be able to learn and support new and quickly-changing technologies.
  • Ability to research solutions or information regarding technical issues.  Excellent interpersonal skills.   Good work habits under pressure.
  • Familiarity with a wide range of standard office automation products.
  • High energy level.   Detail oriented.
  • Must have a good command of the English language in order to provide effective phone, desk-side, and email support
To apply for this job email your details to
Related Posts Plugin for WordPress, Blogger...

Popular Posts


AB Bank Zambia Abt Associates ACC Anti Corruption Commission Zambia Access Bank Accountant Administration Afdb African Development Bank Agriculture Airtel Zambia Atlas Copco Zambia AU African Union Aviation Jobs AWF African Wildlife Foundation BancABC BANKING JOBS Barclays Bank Zambia Blantyre BOZ Bank of Zambia British Council in Zambia CARE INTERNATIONAL ZAMBIA Cavmont Bank Center for Infectious Disease Research in Zambia CHAI Clinton Health Access Initiative Chamber of Mines of Zambia Chibombo Chililabombwe Chingola Chipata Chirundu Choma Citibank Civil Engineer Climate Change and Environment COMESA Community Development Jobs Consultancy Copperbelt Copperbelt Energy Corporation Copperbelt University CRS Catholic Relief Services Customer Care Customer Support - Technical Support Danish Refugee Council DBZ DEVELOPMENT BANK OF ZAMBIA Democratic of the Congo Driver Jobs ECOBANK ZAMBIA Economist Education EGPAF Elizabeth Glazer Pediatric AIDS Foundation ELECTORAL COMMISSION OF ZAMBIA Electrical Engineering Environmental Jobs ERB Energy Regulation Board ESAMI Eastern and Southern African Management Institute FHI360 Finance Finca Malawi FINCA Zambia First Quantum Minerals Ltd FNB FIRST NATIONAL BANK ZAMBIA Food and Nutrition GOVERNMENT JOBS Graduate Trainee Health Hospitality Jobs HPCZ Health Professions Council of Zambia Human Resources Human Rights ICT JOBS Insurance Jobs Internship IRC International Rescue Committee Islamic Relief Jhpiego Kabwe Kalulushi Kalumbila Kasama Kasumbalesa Kitwe Konkola Copper Mines plc Lecturer Legal Aid Board Legal Jobs Librarian Lilongwe Livingstone LMC Lumwana Mining Company Limited Lubambe Copper Mine Limited Lumwana Lusaka Lusaka University Maamba Collieries Limited Malawi Jobs Marie Stopes Zambia Marketing Mazabuka Mechanical Engineering MEDIA AND COMMUNICATIONS MEDICAL STORES LIMITED Mining Jobs Ministry of Gender and Child Development Ministry of local government and housing MKUSHI Mongu Monitoring and Evaluation Mopani Copper Mines PLC MPIKA MTN Zambia MU MULUNGUSHI UNIVERSITY Mufulira NAPSA National Pension Scheme Authority National Airports Corporation National Milling Corporation NCC NATIONAL COUNCIL FOR CONSTRUCTION Ndola NEPAD NFNC National Food and Nutrition Commission NGO JOBS NHA National Housing Authority NLACW National Legal Aid Clinic for Women NPA National Prosecution Authority NRFA National Road Fund Agency NU Northrise University OXFAM PACRA Patents and Companies Registration Agency PACT PATH INTERNATIONAL PC Population Council Peace Corps Zambia PIA Pensions and Insurance Authority Plan International Procurement Jobs Project Manager PSI Puma Energy International Purchasing - Supplies Manager PwC RDA Road Development Agency Records Management Research Restless Development Rural Electrification Authority SADC Southern African Development Community Sales Sandvik Save the Children SCHOLARSHIPS Security Jobs SNV ZAMBIA Solwezi Standard Chartered Bank Statistician SUPPLY CHAIN Teaching Jobs Telecommunications The World Bank UN United Nations UNDP UNICEF UNZA University of Zambia US Embassy in Zambia USAID Zambia Veterinary Council of Zambia Volunteering VSO Voluntary Service Overseas WaterAid Zambia WFP World Food Programme WHO World Health Organization Workers Compensation Fund World Vision WWSC Western Water and Sewerage Company Zambia Banks Zambia Breweries Plc Zambia Catholic University Zambia Red Cross Society Zambia Sugar Plc Zamtel Zanaco Zambia National Commercial Bank ZAWA Zambia Wildlife Authority ZDA Zambia Development Agency ZEMA Zambia Environmental Management Agency ZESCO Zambia Electricity Supply Corporation Limited ZICA Zambia Institute of Chartered Accountants ZICTA Zambia Information n Communications Technology Authority Zimbabwe ZIPAR Zambia Institute for Policy Analysis and Research ZNBS ZAMBIA NATIONAL BUILDING SOCIETY ZRA Zambia Revenue Authority ZTB Zambia Tourism Board ZWMA Zambia Weights and Measure Agency