x2 Service Desk Officers (Level 9)

Job Description

Applications are invited from suitably qualified persons to fill the above posts within the Zimbabwe Revenue Authority (ZIMRA) - an equal opportunity employer.

Duties and Responsibilities

• Carry out AD, ASYCUDA, SAP and ECTS user access management.
• Provide first level support functions to all users within Authority.
• Respond to queries via authorised communication channels (Service desk Automated system, mail, phone and other channels).
• Ensure queries logged to the Service Desk are answered promptly, logged and escalated appropriately.
• Ensure customers contacting the Service Desk are dealt with professionally and efficiently.
• Ensure second level support personnel are informed of incidents and that resolution progress to these incidents is tracked.
• Notify Service Desk Manager of any incidents of a s us n re and possible breaches in the divisional Service evelAgreements.
• Aid the Service Desk Manager in producing an asset register of all IT equipment for the Authority.
• Assist with the identification of Service Desk related problems with a view to prevent/pre-empt potential problems.
• Run reports to analyse common complaints and problems.
• Train other staff members on troubleshooting and diagnosing problems.

Qualifications and Experience

• A Bachelor's degree in Information Systems, Computer Science or equivalent.
• Knowledge of Manage Engine Service Desk systems is an added advantage.
• TIL certification is an added advantage.
• At least one (1) year hands on IT Service Desk Experience.
• At least two (2) years' experience supporting Windows 10, PC hardware, Office 2016, and printers is a must.
• Knowledge of network connectivity e.g Ethernet, IP addressing, DNS, DHCP 

 Skills and Competencies:

• Confident communicator and presenter.
• Must possess excellent verbal and written communication skills.
• Good and time management skills.
• High level of computer literacy. 
• Self-motivated, with positive attitude towards work.
• Ability to work under pressure.
• Unquestionable integrity.

Other

How to Apply

Interested candidates should submit applications, accompanied by a detailed Curriculum Vitae, All applications should be emailed to: ZimraRecruitment@zimra.co.zw, clearly stating the position applied for and addressed to: