ICT Help Desk Agent: National Centre (1 Post) : ZOU - Zimbabwe Open University ZOU - Zimbabwe Open University



Job Summary


The Zimbabwe Open University (ZOU) is the largest and comprehensive Open & Distance Electronic Learning (ODeL) University in Zimbabwe that offers lifelong learning in an affordable and flexible manner.

Suitably qualified, experienced and motivated candidates are invited to apply for the following vacant positions that have arisen at the Zimbabwe Open University.
WOMEN CANDIDATES AND THE DIFFERENTLY ABLED PERSONS ARE ENCOURAGED TO APPLY.

Duties and Responsibilities




Duties and Responsibilities

1. Serving as the first point of contact for customers seeking technical assistance over the phone or email;
2. Performing remote troubleshooting through diagnostic techniques and pertinent questions;
3. Determining the best solution based on the issue and details provided by customers;
4. Walking the customer through the problem-solving process;
5. Directing unresolved issues to the next level of support personnel;
6. Providing accurate information on IT products or services;
7. Recording events, problems and their resolution in logs;
8. Following-up and updating customer status and information;
9. Passing on any feedback or suggestions by customers to the appropriate internal team; and
10. Identifying and suggesting possible improvements on procedures;

Qualifications and Experience


Qualifications and Experience

1. A minimum of HND in IT, Computer Science or relevant field;
2. ITIL Certification is an added advantage;
3. One (1) year experience in an enterprise service desk environment

How to Apply


CANDIDATES WHO DO NOT HAVE THE STIPULATED REQUIREMENTS NEED NOT 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;

EITHER

• in PDF format as a single document to: recruitment@zou.ac.zw

OR

• as hard copies which consist of ten (10) sets of each of the above listed documents. All envelopes should clearly indicate the post being applied for.

NB PLEASE NOTE THAT, POSTS 1, 2 & 3 ARE A RE-ADVERTISEMENT. THOSE WHO APPLIED PREVIOUSLY NEED NOT RE-APPLY AS THEY SHALL BE CONSIDERED. HOWEVER, THEY CAN UPDATE THEIR APPLICATIONS IF THEY SO WISH.

Applications should be received not later than 14 August 2022.

Applications should be addressed to:
The Director, Human Resources
Zimbabwe Open University
P O Box MP 1119
Mount Pleasant
Harare

OR
Hand delivered to
3rd Floor
Corner House
Cnr. Machel Ave and L. Takawira St.
Harare


About ZOU - Zimbabwe Open University


The Zimbabwe Open University (ZOU) is a State University mandated by the government of Zimbabwe through an Act of Parliament, ZOU Act (Chapter 25:20) to provide Higher Education through Open and Di...

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