Temporary Helpdesk & Project Coordinator

Job description

Micronics Consulting (Z) Limited is Zambia’s leading and growing Zambian ICT Company that has a passionate team and value – added services ensuring no challenge is too complex, no detail too demanding.

As part of our expansion plan, we are inviting applications from suitably qualified, experienced, ambitious, self-motivated individuals to apply for the position:

JOB BRIEF

The Helpdesk & Project Coordinator will serve as the first point of contact for technical support, ensuring timely resolution of user issues while maintaining excellent customer service. The role involves coordinating and monitoring helpdesk activities, documenting incidents, escalating unresolved problems and tracking service performance against agreed standards. In addition, the position supports project planning and execution by coordinating resources, monitoring timelines, preparing reports and ensuring effective communication between stakeholders. This dual role requires strong organizational, multitasking and communication skills to balance day-to-day support operations with project coordination responsibilities.

Key Duties and Responsibilities:

Staff & Operations Management:

·       Manage the day-to-day operations of the help desk.

·       Handle staff scheduling and performance evaluations.

Technical Support

·       Provide first-level technical support for users via phone, email and in-person.

·       Escalate complex technical issues to higher-level IT staff.

System & Process Management:

·       Utilize IT ticketing systems to log, track and resolve customer issues and requests.

·       Monitor critical infrastructure systems using standard monitoring tools.

·       Identify trends in support requests and suggest improvements to processes and documentation.

Reporting & Communication:

·       Maintain detailed logs of support activities and resolutions.

·       Prepare regular reports on help desk activities and performance.

·       Communicate with customers to provide status updates and ensure satisfaction.

·       Ensure compliance with company and legal standards.

Qualifications:

·       Grade 12 Certificate

·       A College diploma or higher in IT, project management or related fields

·       Basic knowledge of computer hardware, operating systems, software and networking. Familiarity with IT ticketing systems and remote support tools.

·       Strong interpersonal, communication and active listening skills. Ability to speak politely and respond quickly to customer queries.

·       Excellent troubleshooting and problem-solving abilities.

·       Ability to multitask, pay attention to detail and maintain accurate records

HOW TO APPLY

Applications, consisting of your G12 results, certificates, cover letter and CV only in a single PDF document, should be sent to jobs@micronics.com.zm.

Closing date for accepting applications is Monday, 29th September,2025

* Note: Only shortlisted candidates will be contacted.