Service Desk Officer

Applications are invited from suitably qualified persons to fill the following post within the Zimbabwe Revenue Authority (ZIMRA) – an equal opportunity employer.

Key Responsibilities:

• Carry out AD, ASYCUDA, SAP and ECTS user access management.
• Provide first level support functions to all users within Authority.
• Respond to queries via authorised communication channels (Service desk Automated system, mail, phone and other channels).
• Ensure queries logged to the Service Desk are answered promptly, logged and escalated appropriately.
• Ensure customers contacting the Service Desk are dealt with professionally and efficiently.
• Ensure second level support personnel are informed of incidents and that resolution progress to these incidents is tracked.
• Notify Service Desk Manager of any incidents of a serious nature and possible breaches in the divisional Service Level Agreements.
• Aid the Service Desk Manager in producing an asset register of all IT equipment for the Authority.
• Assist with the identification of Service Desk related problems with a view to prevent/pre-empty potential problems.
• Run reports to analyse common complaints and problems.
• Train other staff members on troubleshooting and diagnosing problems.

Job Skills and Competencies:

• Confident communicator and presenter.
• Must possess excellent verbal and written communication skills.
• Good organisational and time management skills.
• High level of computer literacy.
• Self-motivated, with positive attitude towards work.
• Ability to work under pressure.
• Unquestionable integrity

Qualifications and Experience:

• A Bachelor’s degree in Information Systems, Computer Science or equivalent.
• Knowledge of Manage Engine Service Desk systems is an added advantage.
• ITIL certification is an added advantage.
• At least one (1) year of hands-on IT Service Desk Experience.
• At least two (2) years of experience supporting Windows 10, PC hardware, Office 2016, and printers is a must.
• Knowledge of network connectivity e.g Ethernet, IP addressing, DNS, DHCP

Interested candidates should submit applications, accompanied by a detailed Curriculum Vitae by 31 March 2023, All applications should be emailed clearly stating the position applied for and
addressed to:
The Director, Human Capital
Zimbabwe Revenue Authority
6th Floor ZB Centre
Corner First Street / Kwame Nkrumah Avenue
P. O. Box 4360 HARARE
Please note that only shortlisted applicants will be responded to and females are encouraged to apply