IT Graduate Trainee - Helpdesk Support

About the role

TestHiring is looking for an IT Graduate Trainee in Lusaka, Zambia. The role is a full-time graduate trainee position in IT support, where the person acts as the first point of contact for customers seeking technical assistance by phone or email.

Key responsibilities

• Monitor the IT helpdesk and respond promptly to incoming technical support requests.
• Log, update, track and manage helpdesk tickets accurately throughout the support lifecycle.
• Perform initial troubleshooting and give first-line assistance for common technical issues.
• Escalate complex or unresolved issues to the appropriate support team.
• Close tickets within the agreed Service Level Agreements (SLAs).
• Follow up with customers after resolution to confirm satisfaction.
• Maintain clear documentation of issues, troubleshooting steps, resolutions and customer communication.
• Prioritise tickets by urgency, impact and agreed service levels.
• Develop technical knowledge and troubleshooting skills through training and guidance from experienced IT team members.

Required profile

• Bachelor's degree or diploma in Information Technology, Computer Science, Information Systems, Software Engineering, Computer Engineering or a related field.
• Graduate trainee opportunity: extensive professional IT experience is not required.
• Previous internship, industrial attachment, academic project or practical exposure to IT support is advantageous.
• Basic understanding of computer hardware, software, operating systems and networking concepts.
• Exposure to helpdesk or ticketing systems is advantageous.
• Previous customer service experience is beneficial but not essential.

Required skills

• Basic IT troubleshooting and problem-solving skills.
• Strong interest in IT support and service desk operations.
• Excellent verbal and written communication skills.
• Strong customer service orientation.