Summary
Date Posted: Friday, June 24, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Duties and Responsibilities
• Develop and implement efficient and effective customer support processes
• Implement proper methodologies to improve first call resolution and technical assistance / support for incoming queries from the Public Institutions
• Conduct analysis of helpdesk activities and make recommendation for increased organizational efficiency and effectiveness
• Co-ordinate collection, analysis, interpretation and presentation of data and statistics;
• Design, develop and manage an enhanced reporting structure which ensures the early identification of reported service faults/breakdown/problem and ensure minimum risk to the business;
• Log, maintain and take ownership of issues reported by the Public Institutions and provide the appropriate reporting information.
• Provide first Level ICT Technical Support and ensure fast resolution of queries from Public Institutions in compliance with Client Service charter and Service Level Agreements.
• Maintain reliable and secured network and personal computing environment including hardware and software.

Qualification and Experience
• Minimum of Bachelor Degree in Computer Science/ Information Technology/ Computer Engineering or related discipline from a recognized institution.
• Strong technical knowledge/ capacity to handle/resolve ICT problems
• Strong skills in customer management practices
• Ability to plan actions and steps to carry out goals to ensure that the agreed targets are met;
• Knowledge of multiple technology domains including software development, Security, database management, networking, and Operating systems (including UNIX/Linux, Ms Windows, Android, and IOS) is preferred.
• Knowledge in Data Analytics, statistical data and interpretations;
• Knowledge in Quality Assurance for developed ICT products / services
• Possession of an ICT related certifications (ITIL, CISA, etc.) and/or certification in Project Management (PMP/PRINCE2 etc.) will be an added advantage.

Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

Job application procedure
To apply follow this link http://portal.ajira.go.tz/user/auth/login/5188 

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