(ICTS) DEPARTMENT: Customer Service Administrator (1 Post)

Full Time

Receiving, logging, and tracking IT service requests and incidents through the service desk system;

Providing first-level technical support for common hardware, software, and account-related issues;

Escalating complex problems to the Service Desk Engineer or Chief Technician when necessary;

Maintaining accurate records of issues, solutions, and resolutions for reporting and knowledge base purposes;

Communicating with users regarding the status of their requests and ensure timely resolution;

Assisting in creating user documentation, FAQs, and training materials to improve ICTS self-service;

Monitor customer satisfaction and provide feedback to improve service quality;

Ensure compliance with IT policies, security standards, and data protection regulations.

Applicants should have a Bachelor’s degree in Information Technology, Computer Science, or related field;

Certifications in customer support or IT (CompTIA A+, HDI, or similar) would be an added advantage;

Three (3) years’ experience in IT support, helpdesk or customer service environment;

Strong communication and interpersonal skills;

Basic technical knowledge of operating systems, common applications, and account management;

Ability to multitask and manage requests in a fast-paced environment;

Strong problem-solving and customer service orientation.

Click to apply https://www.hit.ac.zw/job/icts-department-customer-service-administrator-1-post/

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