MAIN PURPOSE OF THE JOB:
The Service Desk Analyst job exists to providing first-line support to all ZINARA staff, regardless of location. The incumbent provides technical support and assistance to customers who use ZINARA products or services. The Service Desk Analyst must help resolve issues, troubleshoot problems, answer questions, and provide guidance on how to use the products or services effectively. The incumbent will be reporting to the Infrastructure and Network Specialist.

Job Summary

Type: full-time
Location: Harare
Category: Information Technology
Closing Date: 2026-06-17

Key Responsibilities

Serves as the primary point of contact for all technology service inquiries, ensuring first-call resolution where possible and escalating issues to appropriate technical teams as needed.
Manages the ZINARA ICT Catalogue and enforce ITIL-based policies to improve service quality and efficiency.
Installs, configures, and supports desktops, laptops, printers, productivity tools (MS Office, Outlook), and WAN/LAN systems.
Administers user network and system accounts, hardware/software setup, and maintain accurate hardware and IT document records.
Monitors daily production of assigned applications, tracks issues, and coordinates with management, infrastructure, and developments units to support applications in production.
Schedules processing resources to ensure timely output of notices, statements, transaction files, and third-party communications.
Coordinates preventive maintenance, replacement of faulty equipment, and liaison with third-party suppliers.
Leads disaster recovery application system setup and testing; prepare new equipment for user allocation.
Generates daily service management reports.
Enforces compliance with system usage policies and identify training needs; conduct training for system users and technical staff.
Maintains records of hardware and IT documents (e.g., user creation forms).

Requirements

IT technical expertise and networking basics
Troubleshooting and multi-site support experience
Strong communication, analytical, and problem-solving skills
Attention to detail and patience under pressure
Ability to work independently and in a team
5 O’ Levels including English and Maths.
2 A’ Levels or Equivalent.
Degree in Computer Science/ Information Systems or any related ICT degree
A+ Certification hardware and software support skills or equivalent.
ITIL foundation or customer care certification an added advantage.
At least 3 years’ experience.

How to Apply

All applications to be addressed to Director Administration and Human Resources. Qualified and experienced individuals should lodge their applications through our e-recruitment portal recruitment-portal.zwnara.net scan the QR code to access the portal not later than 17 June 2026 midnight.
Important Notice: ZINARA does not charge fees for job placements. Beware of fraudulent individuals claiming to represent ZINARA and demanding payment. Report any suspicious activities through our WhatsApp number: 0712 245 276.

About the Company

The Zimbabwe National Road Administration (ZINARA) is a Zimbabwean parastatal responsible for the management, maintenance and development of Zimbabwe's national road network.

Website: https://www.zinara.co.zw/

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Frequently Asked Questions

What are the typical qualifications and certifications required for a Service Desk Analyst role in Zimbabwe?

Most employers in Zimbabwe seek a Diploma or Degree in Information Technology, Computer Science, or a related field. Relevant certifications like ITIL Foundation, CompTIA A+, or Microsoft Certified Professional (MCP) are highly advantageous and often preferred. Practical experience with helpdesk software and troubleshooting is also crucial.

What are the common day-to-day responsibilities of a Service Desk Analyst, especially within a Zimbabwean organizational context?

You will primarily be responsible for logging, prioritizing, and resolving IT support requests from users, often over the phone or email. This includes troubleshooting software and hardware issues, providing technical guidance, and escalating complex problems to higher-level support teams. Expect to also assist with basic network issues and user account management.

What is the typical work culture and professional expectation for an IT Service Desk role in a Zimbabwean organization like ZINARA?

You can expect a professional, structured environment with an emphasis on adherence to established procedures and strong customer service. Punctuality, respect for colleagues, and a proactive approach to problem-solving are highly valued in Zimbabwean workplaces. Teamwork and clear communication are also essential.

What are the realistic career progression paths for a Service Desk Analyst within an organization in Zimbabwe?

With experience, you can typically advance to roles such as IT Support Specialist, Network Administrator, Systems Administrator, or even specialized roles like Database Administrator. Further education and certifications can open doors to IT Management positions or specialized technical roles within the IT department.

What are the typical benefits packages, such as leave, medical aid, and pension, for a Grade C5 role in a Zimbabwean parastatal?

For a role at this grade within a Zimbabwean parastatal, you can generally expect a standard benefits package including paid annual leave, sick leave, and potentially compassionate leave. Access to a company-sponsored medical aid scheme and a pension fund is also common. Specifics will be detailed in the offer letter.

How should I apply for this role, and what do Zimbabwean employers typically look for in Service Desk Analyst applications?

Applications typically involve submitting a detailed CV and cover letter outlining your relevant experience, technical skills, and customer service abilities. Employers in Zimbabwe seek candidates with strong problem-solving skills, excellent communication, and a demonstrable commitment to providing efficient IT support. Highlighting any local industry experience is beneficial.