Require an IT Graduate Trainee in Lusaka , Zambia

• Serve as the first point of contact for customers seeking technical assistance via phone or email.
  
• Monitor the IT helpdesk and respond promptly to incoming technical support requests.
  
• Log, update, track, and manage helpdesk tickets accurately throughout the support lifecycle.
  
• Perform initial troubleshooting and provide first-line assistance for common technical issues.
  
• Escalate complex or unresolved technical issues to the appropriate support team when necessary.
  
• Attend to and close helpdesk tickets within established Service Level Agreements (SLAs).
  
• Follow up with customers after ticket resolution to confirm that issues have been resolved satisfactorily.
  
• Maintain clear and accurate documentation of technical issues, troubleshooting steps, resolutions, and customer communication.
  
• Keep customers informed about the status and progress of their support requests.
  
• Prioritize tickets appropriately based on urgency, impact, and agreed service levels.
  
• Continuously develop technical knowledge and troubleshooting skills through practical exposure, training, and guidance from experienced IT team members.
  

Requirements

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• Bachelor’s degree or Diploma in Information Technology, Computer Science, Information Systems, Software Engineering, Computer Engineering, or a related field.
  
• Relevant entry-level IT certifications are advantageous but not required.
  
• This is a graduate trainee opportunity; extensive professional IT experience is not required.
  
• Previous internship, industrial attachment, academic project, or practical exposure to IT support is advantageous.
  
• Basic understanding of computer hardware, software, operating systems, and networking concepts.
  
• Exposure to helpdesk or ticketing systems is advantageous.
  
• Previous customer service experience is beneficial but not essential.
  
• Basic IT troubleshooting and problem-solving skills.
  
• Strong interest in IT support and service desk operations.
  
• Excellent verbal and written communication skills.
  
• Strong customer service orientation.