IT Support Engineer Hardware Jobs in Ndola, Zambia

Serve as the primary contact for IT related issues to end users in DCP plants and manage IT service management helpdesk.Provide first-level support on all IT related issues and escalate more technical problems to appropriate second level/ expert support teams within the Group IT function.Follow-up with second level/ expert support teams to ensure prompt resolution of escalated faults/ requests and handle inbound and outbound communication between end user and expert support teams.Communicate resolution of faults to end-user/ fault/request initiator.Conversant in Printer, Computer, Laptop Repairing and Troubleshooting Inventory of all IT equipment such as switches, servers, desktops, printers, handsets, data cards, MiFi’s and so on.Log all requests/ issues unto the service centre database and perform regular trend analysis of issues and requests.Assist in developing and administering training programmes for end users e.g. on relevant self-help tips.Provide input to relevant IT teams on possible enhancements to existing systems/ products, based on user queries/ feedbackAdminister internal customer satisfaction surveys.Manage user accounts, passwords, and permissions.Prepare and submit periodic management reports to the IT Specialist.

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