SERVICE DESK OFFICER – Zimbabwe Revenue Authority (ZIMRA) 843 views

VACANCY NOTICE
Applications are invited from suitably qualified persons to fill the following posts within the Zimbabwe Revenue Authority (ZIMRA) – an equal opportunity employer.

SERVICE DESK OFFICER – LEVEL9 (2 POSTS)

Key Responsibilities:

⦁ Carry out AD, ASYCUDA, SAP and ECTS user access management.
⦁ Provide first-level support functions to all users with authority.
⦁ Respond to queries via authorized communication channels (Service desk Automated system, mail, phone and other channels).
⦁ Ensure queries logged to the Service Desk are answered promptly, logged and escalated appropriately.
⦁ Ensure customers contacting the Service Desk are dealt with professionally and efficiently.
⦁ Ensure second-level support personnel are informed of incidents and that resolution progress to these incidents is tracked.
⦁ Notify Service Desk Manager of any incidents of a serious nature and possible breaches in the divisional Service Level Agreements.
⦁ Aid the Service Desk Manager in producing an asset register of all IT equipment for the Authority.
⦁ Assist with the identification of Service Desk-related
problems with a view to preventing/pre-empt potential problems.
⦁ Run reports to analyse common complaints and problems.
⦁ Train other staff members on troubleshooting and diagnosing problems.

Job Skills and Competencies:

⦁ Confident communicator and presenter.
⦁ Must possess excellent verbal and written communication skills.
⦁ Good organizational and time management skills.
⦁ High level of computer literacy.
⦁ Self-motivated, with a positive attitude towards work.
⦁ Ability to work under pressure.
⦁ Unquestionable integrity

Qualifications and Experience:

⦁ A Bachelor’s degree in Information Systems, Computer Science or equivalent.
⦁ Knowledge of Manage Engine Service Desk systems is an added advantage.
⦁ IT IL certification is an added advantage.
⦁ At least one (1) year hands-on IT Service Desk Experience.
⦁ At least two (2) years’ experience supporting Windows 10, PC hardware, Office 2016, and printers is a must.
⦁ Knowledge of network connectivity e.g Ethernet, IP addressing. DNS, DHCP