Information Technology Analyst

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 in