ZOU - Zimbabwe Open University

Service Desk Analyst: Ict Unit: National Centre (1 Post)

Ict & Computer Jobs
Salary
Negotiable

Job Description

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. Applications are invited from suitably qualified and experienced professionals to fill the vacant post(s) that have arisen within the University.

Service Desk Analyst: Ict Unit: National Centre (1 Post)

Duties and Responsibilities

Main Duties and Responsibilities

• Providing first line technical support for all employees and students;
• Answering user support queries, initializing incident investigation, and resolving issues;
• Providing remote support and troubleshooting for IT-related devices and software applications used in administrative business process and academic environments including: networking, wireless, mobile devices, software, and web applications;
• Performing problem escalation and manages problem lifecycle according to ITIL framework best practices;
• Managing SLA for network service providers;
• Performing quality assurance testing for customer-facing devices, configurations, processes, and procedures based on provided quality assurance testing guidelines;
• Maintaining a high degree of business knowledge in the supported business areas and Applications, with deep understanding of operational processes and requirements;
• Facilitating end users in use of equipment and software;
• Working to continually improve business processes and streamline operational efficiency;
• Performing any other relevant duties as assigned by ICT Engineer, Hardware and Networks.

Qualifications and Experience

Qualifications and Experience

• A Degree in Computer Science, Information Systems or equivalent;
• Possession of a Master’s degree in the relevant field will be an added advantage;
• ITIL Certification is an added advantage; and
• 3 years relevant post qualification experience in an enterprise service desk environment.


How to Apply

CANDIDATES WHO DO NOT MEET 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:
 in PDF format as a single document to: recruitment@zou.ac.zw
 as hard copies which consist of six (6) sets of each of the above listed documents. All envelopes should clearly indicate the post being applied for.
Applications should be received not later than 10 April 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 Samora Machel and Leopold
Takawira Street
Harare