Support Analyst – IT Service Management

About the role

The Support Analyst – IT Service Management provides first‑line assistance for all service requests in line with the organisation's IT service management framework. The role ensures timely resolution, escalation when needed, and contributes to continuous improvement of IT services.

Key responsibilities

• Resolve assigned service requests and issues logged via the Helpdesk.
• Develop and execute ICT Service Management maintenance schedules for all ICT equipment.
• Deliver signed‑off objectives outlined in the annual Balanced Scorecard.
• Create and implement IT Service Management improvement plans across the Authority.
• Support the execution of various ICT projects and innovation initiatives.

Required profile

• Grade 12 Certificate with at least five ‘O’ levels (credit or better) in Mathematics and English.
• Diploma in Computer Science, Information Systems Management or a related field (Bachelor’s degree preferred).
• Member of the Information and Communication Technology Association of Zambia (ICTAZ) with a valid practising licence.
• Minimum of one (1) year relevant IT experience at a similar level in an organisation of comparable size.

Required skills

• IT Service Management
• Helpdesk operations