Service Desk Officer

About the role

Reporting to the National Service Desk Lead, the Service Desk Officer provides first‑line technical support, resolving routine incidents and service requests. The role is based in Lusaka and involves supporting health facilities and enterprise applications while escalating complex issues to specialist teams.

Key responsibilities

• 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.

Required profile

• Diploma in IT, Computer Science, Information Systems, Networking or related field (Bachelor’s degree is an 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.

Required skills

• Basic LAN and Internet troubleshooting.
• Windows support.
• Browser‑based applications.
• User accounts and access management.
• Ticketing systems.
• Remote‑support tools.
• Basic SQL awareness.
• EHR/HMIS concepts.