Officer, Service Desk

First Quantum Minerals
Zambia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Customer service orientation","Communication","Problem-solving","Time management","Attention to detail"]

Provide first-line ICT support by receiving, logging, troubleshooting, and resolving incidents and service requests. Serve as the first point of contact for end users, support desktop hardware and peripherals, manage user accounts, and assist with basic network and system monitoring. Diagnose issues within SLA, identify recurring problems, maintain incident and asset records, and support security, backup/recovery, and user training in a primarily office-based environment in Solwezi.

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First Quantum Minerals
First Quantum Minerals
2 days ago

Officer, Service Desk

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Source: Company careers pageValidated by: Fursa AI
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Job Summary

Provide first-line ICT support by receiving, logging, troubleshooting, and resolving incidents and service requests. Serve as the first point of contact for end users, support desktop hardware and peripherals, manage user accounts, and assist with basic network and system monitoring. Diagnose issues within SLA, identify recurring problems, maintain incident and asset records, and support security, backup/recovery, and user training in a primarily office-based environment in Solwezi.
Location: Zambia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the first point of contact for ICT incidents and service requests; log, categorize, prioritize, and track them using the service management system.
  • •Provide timely technical support to end users via phone, email, remote access, and face-to-face interactions; escalate unresolved issues and monitor until resolution.
  • •Install, configure, and maintain desktop computers, laptops, printers, scanners, mobile devices, and peripherals; troubleshoot operating systems and business applications.
  • •Create, modify, deactivate, and manage user accounts, including password resets and access rights; maintain accurate user and system access records.
  • •Assist with monitoring network connectivity and system performance, diagnose basic connectivity issues, and support incident/problem management and reporting.
Travel: Low travel

Key Requirements

  • •Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field.
  • •Minimum 5 years’ experience in ICT support, help desk, or service desk operations.
  • •Experience supporting Windows operating systems, Microsoft 365 applications, and enterprise ICT environments.
  • •Professional certifications are an added advantage, including ITIL Foundation, MCP, CompTIA A+, CompTIA Network+, and CCNA.
  • •ZAQA validated qualifications are a must.
Experience:5+ years
Education:Bachelor's in information technology, Computer Science, Information Systems, or a related field
Skills:Customer service orientationCommunicationProblem-solvingTime managementAttention to detail
Certifications:ITIL FoundationMicrosoft Certified Professional (MCP)CompTIA A+CompTIA Network+Cisco Certified Network Associate (CCNA)
Tech Stack:WindowsMicrosoft 365Microsoft Office 365Service management systemService desk ticketing systemsNetworking fundamentalsOperating systemsMobile devicesPrintersScanners

Company Brief

First Quantum Minerals
Global mining company focused on the production of copper, nickel, gold, zinc, and cobalt. Operates large-scale mining and metallurgical assets across Africa, Europe, South America, and other regions.
Industry: Mining & Metals
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Vancouver, Canada
Founded: 1996
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