Helpdesk Engineer (Zambia)

About the position

We are looking for 3x Helpdesk Engineers who will deliver on-site IT support across Lusaka and Ndola, with a focus on end-user assistance. They will be responsible for resolving daily technical queries related to laptops, desktops, printers, Wi-Fi connectivity, and mobile devices. Also support users in logging and tracking tickets for software-related issues, ensuring prompt and effective resolution.


 

What you’ll do:

• Ensure the resolved status SLA of the service desk tool of the Customer is not breached by resolving tickets timeously.


• Hold (valid/invalid): Ensure that tickets are updated in line with the Process (With approval from the Customer and a valid reason).


• Ensure that tickets are acknowledged before they breach the ticket acknowledgement SLA of the service desk tool of the Customer.


• Quality assurance management - Ensure that a QA average of 98% is achieved on all call management assessments individually, based on ticket management quality.


• Performance management: Achieve specified daily target (individual monthly minimum average = 5/day resolved as further specified in the Resource SLAs set out in section 3 below.


• Customer experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls.


• Effective time keeping: Ensure that the team leader is informed an hour before the start of shift of absence or late coming and adhere to (Tea/Comfort, Lunch).


• Ensuring IT/Tech support standards are used for system support through centralized help desk function.


• Able to drive to another site in Lusaka to provide IT support if required.

Your expertise:

• 3+ Years practical in service delivery.


• Desktop support experience is essential.


• Supervisory responsibilities.


• Direct reports (If any); and Generalist.


• Able to work under pressure with tight timelines

Qualifications required:

• Grade 12;


• A+ Certification


• N+ Certification


• Soft Skills / Customer engagement skills


• Preferred Qualifications:
  
  
  
  
  • ITIL is advantageous; and
  
  
  • Mobility Support.
  
  
  
  

Other information applicable to the opportunity:

• Contract Position: 12 Months


• Location: Zambia


• Travel: Valid driver's license

Why work for us?


If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.


You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.


At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.


iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.

Desired Skills:

• Adaptability
• Authenticity
• Partnership
• Ingenuity
• Mastery