Zimbabwe Open University (ZOU)
DUE: 08 FEB 2025
ICT HELP DESK AGENT : NATIONAL CENTRE (1 POST)
Job Description
DUTIES AND RESPONSIBILITIES
- Serving as the first point of contact for customers seeking technical assistance over the phone or email;
- Performing remote troubleshooting through diagnostic techniques and pertinent questions;
- Determining the best solution based on the issue and details provided by customers;
- Walking the customer through the problem-solving process;
- Directing unresolved issues to the next level of support personnel;
- Providing accurate information on IT products or services;
- Recording events, problems and their resolution in logs;
- Following-up and updating customer status and information;
- Passing on any feedback or suggestions by customers to the appropriate internal team;
- Identifying and suggesting possible improvements on procedures; and
QUALIFICATIONS AND EXPERIENCE
- A minimum of HND in IT, Computer Science or relevant field.
- ITIL Certification is an added advantage
- 2 years experience in an enterprise service desk environment
Candidates who do not have the stipulated requirements need not apply.
TO APPLY
Interested and qualified persons should submit their applications consisting of the following documents: application letter, certified educational and professional certificates as well as transcripts and curriculum vitae with contact details (telephone numbers and e-mail addresses) of at least three (3) referees as follows:
CLICK HERE and register to be able to apply online and applications should be in PDF format as a single document.
as hard copies which consist of three (3) sets of each of the above listed documents. All envelopes should clearly indicate the post being applied for