Centre for Infectious Disease Research in Zambia (CIDRZ)
Description:
Job Summary:
Reporting to the  National Service Desk Lead, the Service Desk Officer provides first-line technical support, resolving routine incidents and service requests and escalating complex issues to the right specialist team.
Main 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
- Diploma in Information Technology, Computer Science, Information Systems, Networking or related field Bachelor’s degree in a relevant field will be added advantage .
- 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.