Helpdesk Engineer (Zambia)

iOCO Talent; Gauteng; Hybrid; ZAR 30 000 - 50 000; Full time

Job summary

Join a dynamic team as a Helpdesk Engineer, providing on-site IT support across Zambia. This role focuses on resolving technical queries for end-users, ensuring high-quality service and adherence to SLA standards. You will have the opportunity to work in a collaborative environment that values innovation and excellence. If you thrive under pressure and are passionate about delivering exceptional customer service, this is the perfect opportunity for you. Take the next step in your career and help clients overcome their IT challenges with your expertise.

Qualifications

• 3+ years in IT service delivery with essential desktop support experience.
• Strong soft skills and customer engagement abilities.

Responsibilities

• Resolve technical queries related to laptops, desktops, and mobile devices.
• Maintain SLA compliance by promptly resolving tickets.

Skills

Desktop Support

Customer Service

Ticket Management

Adaptability

Problem Solving

Education

Grade 12

A+ Certification

N+ Certification

ITIL Certification

Job description

We are looking for 3x Helpdesk Engineers who will deliver on-site IT support across Lusaka and Ndola, focusing on end-user assistance. They will be responsible for resolving daily technical queries related to laptops, desktops, printers, Wi-Fi connectivity, and mobile devices. Additionally, they will support users in logging and tracking tickets for software-related issues, ensuring prompt and effective resolution.

What you’ll do:

1. Ensure the resolved status SLA of the service desk tool of the Customer is not breached by resolving tickets promptly.
2. Update tickets in line with the process, with approval from the Customer and valid reasons.
3. Acknowledge tickets before they breach the acknowledgment SLA.
4. Maintain a QA average of 98% on call management assessments based on ticket quality.
5. Achieve daily and monthly performance targets, including resolving at least 5 tickets per day.
6. Deliver excellent customer service to prevent escalations and complaints.
7. Inform the team leader of absences or late arrivals at least one hour before shifts and adhere to break times.
8. Use IT support standards through the centralized help desk.
9. Drive to other sites in Lusaka for IT support if required.

Your expertise:

1. At least 3 years of practical experience in service delivery.
2. Essential desktop support experience.
3. Supervisory responsibilities and experience with direct reports.
4. Ability to work under pressure with tight deadlines.

Qualifications required:

1. Grade 12
2. A+ Certification
3. N+ Certification
4. Strong soft skills and customer engagement abilities
5. Preferred: ITIL certification and mobility support experience

Other information:

1. Contract position for 12 months
2. Location: Zambia
3. Valid driver’s license required for travel

Why work for us?

If you wonder if there's more to life than work, join us at iOCO Infrastructure Services (iOCO IS) — a place that values excellence, innovation, and client satisfaction. We are a community of professionals dedicated to delivering outstanding IT infrastructure solutions and helping clients conquer their business challenges.

iOCO is an equal opportunity employer, prioritizing employment of previously disadvantaged individuals to meet EE targets.

Desired Skills:

• Adaptability
• Authenticity
• Partnership
• Ingenuity
• Mastery