DUE: 17 JUN 2026
ZINARA
Driven to make you drive well
Applications are invited from suitably qualified candidates to fill the following post.
SERVICE DESK ANALYST (GRADE C5)
MAIN PURPOSE OF THE JOB:
The Service Desk Analyst job exists to providing first-line support to all ZINARA staff, regardless of location. The incumbent provides technical support and assistance to customers who use ZINARA products or services. The Service Desk Analyst must help resolve issues, troubleshoot problems, answer questions, and provide guidance on how to use the products or services effectively. The incumbent will be reporting to the Infrastructure and Network Specialist.
Duties & Responsibilities:
1. Serves as the primary point of contact for all technology service inquiries, ensuring first-call resolution where possible and escalating issues to appropriate technical teams as needed.
2. Manages the ZINARA ICT Catalogue and enforce ITIL-based policies to improve service quality and efficiency.
3. Installs, configures, and supports desktops, laptops, printers, productivity tools (MS Office, Outlook), and WAN/LAN systems.
4. Administers user network and system accounts, hardware/software setup, and maintain accurate hardware and IT document records.
5. Monitors daily production of assigned applications, tracks issues, and coordinates with management, infrastructure, and developments units to support applications in production.
6. Schedules processing resources to ensure timely output of notices, statements, transaction files, and third-party communications.
7. Coordinates preventive maintenance, replacement of faulty equipment, and liaison with third-party suppliers.
8. Leads disaster recovery application system setup and testing; prepare new equipment for user allocation.
9. Generates daily service management reports.
10. Enforces compliance with system usage policies and identify training needs; conduct training for system users and technical staff.
11. Maintains records of hardware and IT documents (e.g., user creation forms).
Essential Skills or Knowledge Required
1. IT technical expertise and networking basics
2. Troubleshooting and multi-site support experience
3. Strong communication, analytical, and problem-solving skills
4. Attention to detail and patience under pressure
5. Ability to work independently and in a team
Qualifications and Experience
1. 5 O’ Levels including English and Maths.
2. 2 A’ Levels or Equivalent.
3. Degree in Computer Science/ Information Systems or any related ICT degree
4. A+ Certification hardware and software support skills or equivalent.
5. ITIL foundation or customer care certification an added advantage.
6. At least 3 years’ experience.
TO APPLY
All applications to be addressed to Director Administration and Human Resources.
Qualified and experienced individuals should lodge their applications through our e-recruitment portal
https://recruitment-portal.zwzinara.net/ not later than 17 June 2026 midnight.
Important Notice: ZINARA does not charge fees for job placements. Beware of fraudulent individuals claiming to represent ZINARA and demanding payment. Report any suspicious activities through our WhatsApp number: 0712 245 276.
