Job overview
Information Technology Analyst is available at Dangote Industries Limited in Ndola. Review the job description, requirements, closing date and application details below.
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Location: Ndola Cement, Ndola Cement Company: Dangote Industries Limited The IT Support Analyst is responsible for providing first and second-level technical support to end users, administering IT service desk operations, and supporting the development and maintenance of web- based applications and system integrations. The role requires a combination of strong customer service skills, technical proficiency in server environments, and hands-on experience with REST API development and enterprise application platforms. Serve as the primary contact for all IT-related issues and requests from end users, managing the IT Service Desk in accordance with ITIL best practices. • Provide first-level technical support, triaging and resolving incidents and service requests within defined SLA timeframes. • Escalate complex technical issues to second-level or expert support teams and follow up to ensure prompt resolution. • Log, categorise, and track all incidents and service requests in the service desk system; perform regular trend analysis to identify recurring issues. • Communicate resolution status and root cause analysis to end users and relevant stakeholders. • Develop and maintain end-user training materials, self-help guides, and FAQs to reduce repeat incidents. • Conduct internal customer satisfaction surveys and use feedback to drive continuous improvement in service delivery. • Prepare and submit periodic management reports to the Business Systems Manager covering service desk performance and KPIs. B. REST API Development & Integration • Design, develop, test, and maintain REST APIs to support business application integrations and data exchange between systems. • Work with JSON data structures for API request/response handling, data transformation, and system integration tasks. • Use Postman or equivalent tools for API development, testing, debugging, and documentation. • Collaborate with business stakeholders to understand integration requirements and translate them into technical specifications. • Document all API endpoints, parameters, authentication methods, and integration workflows. • Monitor API performance and resolve issues related to connectivity, data integrity, and response times. C. Server Administration & Web Application Support • Administer and maintain Windows Server and Linux Server environments, ensuring optimal performance, security, and availability. • Install, configure, and manage Apache HTTP Server (HTTPd) and Apache Tomcat application server instances. • Deploy, monitor, and support Java-based web applications hosted on Apache Tomcat, including troubleshooting application errors and performance issues. • Manage server patching, updates, backups, and security configurations in line with IT policies and best practices. • Monitor server health, resource utilisation, and uptime; proactively resolve issues to prevent service disruptions. • Support the configuration and management of virtual environments and server infrastructure as required. • Maintain technical documentation for server configurations, deployment procedures, and application environments. D. General IT Support • Assist in the identification, analysis, and development of IT solutions that support business continuity and operational efficiency. • Keep abreast of emerging technologies, IT trends, and industry best practices relevant to the role. • Participate in IT projects, system upgrades, and infrastructure improvement initiatives as required. • Ensure ongoing skills enhancement through self-learning, knowledge sharing, and participation in training programmes. • Maintain awareness of general plant and business operations to support on-call duty requirements. • Perform any other tasks assigned by the Business Systems Manager or IT leadership. KEY REQUIREMENTS Education and Work Experience • Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field. • Full Grade Twelve (12) School Certificate. • Minimum of 2 years’ experience in an IT support or systems administration role. • Demonstrated experience in REST API development and working with JSON data formats. • Hands-on experience with Windows Server and/or Linux Server administration. • Experience with Apache HTTPd Server, Apache Tomcat, and Java web application support. • Experience using Postman or similar API testing tools. • Professional IT certification (e.g. CompTIA A+, CompTIA Network+, ITIL Foundation) is an added advantage. Technical Skills & Competencies • REST API design, development, and integration. • JSON data handling, parsing, and transformation. • API testing and debugging using Postman or equivalent tools. • Windows Server administration (Active Directory, DNS, DHCP, Group Policy). • Linux Server administration (command-line proficiency, user management, services, and scripting). • Apache HTTP Server (HTTPd) configuration and management. • Apache Tomcat — deployment, configuration, and troubleshooting of Java web applications. • Java web application support and basic understanding of Java application architecture. • IT Service Management (ITIL framework) and service desk operations. • Software configuration, hardware installation, and troubleshooting. Behavioural Competencies • Strong analytical and problem-solving skills with a structured, methodical approach. • Excellent oral and written communication skills with ability to explain technical concepts to non-technical users. • Customer-focused mindset with a commitment to high-quality service delivery. • Ability to manage multiple priorities and work effectively under pressure. • Team player with the ability to collaborate across departments and levels. • Self-motivated, proactive, and committed to continuous learning and professional development. • High level of integrity, attention to detail, and accountability Application link: https://careers.dangote.com/job/Ndola-Cement-Information-Technology-Analyst-Ndol/1371557857/?utm_campaign=lilimitedlistings&utm_source=lilimitedlistings&applySourceOverride=LinkedinRequirements
requirements and translate them into technical specifications. • Document all API endpoints, parameters, authentication methods, and integration workflows. • Monitor API performance and resolve issues related to connectivity, data integrity, and response times. C. Server Administration & Web Application Support • Administer and maintain Windows Server and Linux Server environments, ensuring optimal performance, security, and availability. • Install, configure, and manage Apache HTTP Server (HTTPd) and Apache Tomcat application server instances. • Deploy, monitor, and support Java-based web applications hosted on Apache Tomcat, including troubleshooting application errors and performance issues. • Manage server patching, updates, backups, and security configurations in line with IT policies and best practices. • Monitor server health, resource utilisation, and uptime; proactively resolve issues to prevent service disruptions. • Support the configuration and management of virtual environments and server infrastructure as required. • Maintain technical documentation for server configurations, deployment procedures, and application environments. D. General IT Support • Assist in the identification, analysis, and development of IT solutions that support business continuity and operational efficiency. • Keep abreast of emerging technologies, IT trends, and industry best practices relevant to the role. • Participate in IT projects, system upgrades, and infrastructure improvement initiatives as required. • Ensure ongoing skills enhancement through self-learning, knowledge sharing, and participation in training programmes. • Maintain awareness of general plant and business operations to support on-call duty requirements. • Perform any other tasks assigned by the Business Systems Manager or IT leadership. KEY REQUIREMENTS Education and Work Experience • Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field. • Full Grade TwelveExplore related jobs in Zambia
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