ICT OFFICER GRADE II (HELPDESK OFFICER) - 1 POST

ICT OFFICER GRADE II (HELPDESK OFFICER) - 1 POST

Employer: E-Government Agency (EGA)
Date Published: 2018-09-28
Application Deadline: 2018-10-11


JOB SUMMARY:
N/A
DUTIES AND RESPONSIBILITIES:
i.    Develop and implement the robust Helpdesk processes that ensures a high quality service is provided to both internal external customers;
ii.    Implement proper methodologies to improve first call resolution and technical assistance/support for incoming queries from the Public Institutions;
iii.    Design, develop and manage an enhanced reporting structure which ensures the early identification of reported service faults/breakdown/problem and ensures minimum risk to the business;
iv.    Log, maintain and take ownership of issues reported by the Public Institutions and provide the appropriate reporting information;
v.    Conduct analysis of helpdesk activities and make recommendation for increased organizational efficiency and effectiveness;
vi.    Provide first level ICT Technical Support and ensure fast resolution of queries from Public Institutions;
vii.    Adhere to the established e-Government Helpdesk and ICT Support Processes and Procedures that shows the workflows on how to handle the requests from the Public Institutions and make improvements required from time to time;
viii.    Review any service requests from the clients to ensure that they are not falling outside the Client Service Charter;
ix.    Perform any other official duties as may be assigned by immediate supervisor.

QUALIFICATION AND EXPERIENCE:
i.    The ICT Officer at this level must be a holder of Bachelor Degree in Computer Science/ Information Technology/Computer Engineering or related discipline from a recognized institution.
ii.    At least two (2) years of working experience in Public or any Private organization preferably Internet Service Provider.
iii.    Possession of recognized ICT Professional certifications related to IT Service Management Best Practices i.e. ITIL, ISO/IEC 20000, SDI Service Desk etc. is desirable
REMUNERATION: Salary Scale ATTRACTIVE REMUNARATION AS PER GOVE 

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