Summary
Date Posted: Tuesday, August 13 2024, 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
a. Minimum of Bachelor Degree in Computer Science/ Information Technology/ Computer Engineering or related discipline from a recognized institution.
b. Strong technical knowledge/ capacity to handle/resolve ICT problems
c. Strong skills in customer management practices
d. Ability to plan actions and steps to carry out goals to ensure that the agreed targets are met;
e. 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.
f. Knowledge in Data Analytics, statistical data and interpretations;
g. Knowledge in Quality Assurance for developed ICT products / services
h. Possession of an ICT related certifications (ITIL, CISA, etc.) and/or certification in Project Management (PMP/PRINCE2 etc.) will be an added advantage.

REMUNERATION
As per eGA Scheme of Service

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

Job application procedure
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