About Company
ZB Financial Holdings (ZBFH) is a diversified financial services group with a rich history of serving individuals, businesses, and communities across Zimbabwe. Our mission is to empower our clients with innovative and accessible financial solutions, contributing to the economic growth and stability of the nation. With a strong commitment to technological advancement and customer service excellence, ZBFH operates a robust network of branches and digital platforms. We believe in fostering a dynamic and inclusive work environment where talent is nurtured, and employees are encouraged to grow professionally. As a leading financial institution, we continually invest in our people and technology to ensure we remain at the forefront of the industry, delivering secure and efficient services. Joining ZBFH means becoming part of a team dedicated to making a tangible difference in the lives of our customers and the broader Zimbabwean economy.
Job Description
We are seeking a highly motivated and customer-focused Help Desk Analyst to join our Plumtree branch team. This is an excellent opportunity for an individual with a passion for technology and problem-solving to provide essential IT support within a dynamic banking environment. As a Help Desk Analyst, you will be the first point of contact for our employees experiencing technical issues, ranging from software malfunctions and hardware troubleshooting to network connectivity problems. Your primary goal will be to resolve issues promptly and efficiently, ensuring minimal disruption to business operations and maintaining high levels of user satisfaction. You will be instrumental in diagnosing technical problems, providing step-by-step guidance, and escalating complex issues to senior IT personnel when necessary. This role requires strong communication skills, a patient and empathetic approach, and a solid understanding of common IT systems and applications used in a corporate setting. You will contribute to the smooth operation of our Plumtree branch by ensuring all IT systems are functional and reliable, directly supporting our customer-facing and back-office teams. We are looking for someone who is eager to learn, proactive in identifying potential issues, and committed to delivering exceptional support.
Key Responsibilities
- Provide first-level technical support to internal staff via phone, email, and in-person at the Plumtree branch.
- Diagnose and resolve hardware and software issues for desktops, laptops, printers, and other peripheral devices.
- Assist users with account management, including password resets and access permissions.
- Install, configure, and troubleshoot operating systems (Windows, Linux) and common office applications (Microsoft Office Suite, banking-specific software).
- Monitor IT systems and network performance, identifying and addressing potential issues proactively.
- Document all support requests, resolutions, and relevant technical information accurately in the help desk ticketing system.
- Escalate complex or unresolved issues to appropriate senior IT staff or third-party vendors.
- Conduct basic network troubleshooting, including connectivity and local area network (LAN) issues.
- Provide training and guidance to users on IT best practices and new software functionalities.
- Participate in the deployment of new hardware and software systems.
- Ensure compliance with ZB Financial Holdings' IT policies and security protocols.
Required Skills
- Proven experience as a Help Desk Analyst or in a similar IT support role.
- Strong knowledge of Windows operating systems (Windows 10, 11) and Microsoft Office Suite.
- Basic understanding of network concepts (TCP/IP, DNS, DHCP).
- Experience with hardware troubleshooting and component replacement.
- Proficiency in using help desk ticketing systems.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills in English.
- Ability to work independently and as part of a team.
- Customer-centric approach with a high degree of patience and empathy.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience with banking-specific software or financial services IT environments.
- Familiarity with remote desktop support tools.
- Knowledge of cybersecurity best practices.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance package.
- Pension and retirement planning benefits.
- Opportunities for professional development and IT certification sponsorship.
- A supportive and collaborative work environment.
- Employee wellness programs.
- Discounted banking services for employees.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your resume highlights your relevant experience and qualifications for this role. Only shortlisted candidates will be contacted for an interview.