Officer, Service Desk

Officer, Service Desk – Service Desk Officer Jobs in Solwezi First Quantum Minerals invites applications for the position of Officer, Service Desk based in Solwezi, Northwestern Zambia. This role is ideal for candidates seeking service desk officer jobs in Solwezi who are eager to provide frontline technical support and contribute to the smooth operation of ICT systems within a dynamic and innovative company culture known as the “First Quantum Way.” About First Quantum Minerals At First Quantum, we empower our employees by fostering a culture that encourages independent thinking, bold problem-solving, and delivering exceptional results.

Our unique approach enables our teams to achieve extraordinary outcomes in challenging environments, making us a leading employer in the mining and resources sector. Role Overview – Service Desk Officer Jobs in Solwezi The Officer, Service Desk will serve as the primary point of contact for ICT-related incidents and service requests.

This full-time position requires delivering prompt, effective technical support to users, ensuring optimal functioning of hardware, software, network services, and user accounts. The successful candidate will play a vital role in maintaining ICT infrastructure and enhancing user experience through excellent customer service.

Key Responsibilities Service Desk Support:

• Receive, log, prioritize, and resolve ICT incidents and requests via phone, email, remote access, or face-to-face interaction; escalate unresolved issues appropriately and monitor resolutions.

Hardware and Software Maintenance:

• Install, configure, and maintain desktops, laptops, printers, scanners, mobile devices, and peripherals; troubleshoot operating systems and business applications.

User Account Management:

• Manage user accounts in line with ICT policies, including creation, modification, deactivation, password resets, and access rights administration.

Network and Systems Support:

• Assist with monitoring network connectivity and system performance; troubleshoot basic network issues and support ICT infrastructure maintenance.

Incident and Problem Management:

• Diagnose technical problems within service level agreements, identify recurring issues, and recommend corrective measures while maintaining detailed records.

Asset Management:

• Maintain accurate inventory of ICT assets and software licenses; oversee equipment issuance, tracking, and recovery; report damaged or lost assets.

User Training and Awareness:

• Provide basic ICT training and guidance; develop support materials; promote ICT security best practices.

Compliance and Security:

• Ensure adherence to ICT policies and security standards; assist with cybersecurity controls, incident reporting, and data protection initiatives.
• Qualifications and Experience Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum of 5 years’ experience in ICT support, help desk, or service desk roles.
• Proven experience supporting Windows operating systems, Microsoft 365 applications, and enterprise ICT environments.
• ZAQA validated qualifications are mandatory.
• Professional certifications such as ITIL Foundation, Microsoft Certified Professional (MCP), CompTIA A+, CompTIA Network+, or Cisco CCNA are advantageous.
• Competencies and Skills Strong technical knowledge of computer hardware, software troubleshooting, and networking fundamentals.
• Familiarity with service desk ticketing systems and Microsoft Office 365 environments.
• Basic cybersecurity awareness and commitment to ICT security standards.
• Excellent customer service skills with effective communication and interpersonal abilities.
• Analytical problem-solving, time management, and organizational skills with attention to detail.
• Ability to perform under pressure, meet deadlines, and collaborate effectively within a team.
• Working Conditions This primarily office-based role may require occasional travel to remote sites.
• Candidates should be prepared to provide after-hours support during emergencies, system upgrades, or maintenance activities.
• Application Details Interested candidates are encouraged to apply by 14 August 2026.

For further information and to submit your application, please visit the official First Quantum Minerals careers page at: https://firstquantum.wd3.myworkdayjobs.com/en-GB/First_Quantum_Careers/job/Solwezi/Officer--Service-Desk_JR18244 Job Category IT & Telecoms