Service Desk Support Engineer

Service Desk Support Engineer Jobs in Lusaka and Ndola

Dimension Data is seeking a skilled Service Desk Support Engineer to join our team on a contract basis, providing essential end-user IT support across Lusaka and Ndola. This role focuses on delivering efficient solutions to day-to-day technical issues involving laptops, computers, printers, Wi-Fi, and mobile devices, ensuring smooth operations and high customer satisfaction.

About the Service Desk Support Engineer Role

As a Service Desk Support Engineer, you will be the first point of contact for users requiring assistance with hardware and software concerns. Your responsibilities include guiding users through ticket logging for software issues and resolving technical queries promptly to meet service level agreements. The role demands a proactive approach to quality assurance and customer service, contributing to a seamless IT support experience.

Key Responsibilities for Service Desk Support Engineer Jobs in Lusaka

• Manage and resolve tickets within the agreed SLA to prevent breaches and ensure timely service delivery.
• Conduct quality assurance assessments on individual calls based on ticket reviews to maintain high standards.
• Deliver exceptional customer service daily to minimize escalations, complaints, and repeated calls.
• Adhere to IT and technical support standards through a centralized help desk function to maintain consistency.

Qualifications and Experience

• Bachelor’s degree or equivalent qualification in Information Technology, Computing, or a related discipline.
• Minimum of three years’ experience in a help desk support role.
• Proven proficiency in help desk operations and ticket management systems.
• Strong understanding of technical design principles and IT support best practices.

Job Details

How to Apply

Interested candidates are invited to submit their applications via email to recruitment.bw@dimensiondata.com. Please include your updated CV and any relevant supporting documents.