Support Analyst – IT Service Management

About the role

The Support Analyst – IT Service Management will provide first‑line support in line with IT service management guidelines, handling service requests and ensuring timely resolution or escalation.

Key responsibilities

• Resolve all assigned service requests and issues logged via the Helpdesk.
• Develop and execute ICT Service Management maintenance schedules for all ICT equipment.
• Deliver agreed‑upon 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 five O‑levels (credit or better) in Mathematics and English.
• Diploma in Computer Science, Information Systems Management or a related field.
• Bachelor’s degree in Computer Science, Software Engineering, Management Information Systems or related discipline (preferred).
• Member of the Information and Communication Technology Association of Zambia (ICTAZ) with a valid practising licence.
• At least one (1) year of relevant IT experience at a similar level in a comparable organisation.

Required skills

• IT Service Management
• Helpdesk support
• ICT equipment maintenance