Principal Technical officer in Charge of Service Desk

Job Description

A Principal Technical officer in Charge of Service Desk will be responsible for Users requests reception, analysis, assignment to appropriate teams, and follow-up on requests status updates

Key Duties and Responsibilities

• Check regularly the IT Service Management system for incident and service requests
• Deliver IT technical support to final users of all RRA IT equipment
• Deep analysis of the request to detect clearly any team/individual to assign to
• Assign the received requests to any other teams or individuals according to specific areas
• Ensure the priorities (SLA) are respected for each request
• Enforcement of use of IT Service Management system while requesting for IT Support
• Check and submit Customer feedback received from IT Service Management system
• Report daily on the use of IT service management system to the immediate supervisor, for better service delivery
• Flexibility for adjustment of hours and/or weekend work may be required and/or occasional overtime

Required Academic Qualification

• Bachelor’s Degree in Computer Engineering specialized in Information Technology
• Bachelor’s Degree in Electronic and Telecommunication specialized in Information Technology
• Bachelor’s Degree in Science, Electronics and Telecommunication specialized in Information Technology
• Bachelor’s Degree in Science in Information Technology
• Bachelor’s Degree in Science with Honours in Computer Science
• Bachelor’s Degree in Science with Honours in Information Management
• Bachelor’s Degree in Science with Honours in Software Engineering
• Bachelor’s Degree in Science with Honours in Network & Communication Systems
• Bachelor’s Degree in Science with Honours in Information System and Management
• Bachelor’s Degree in Business Information Communication and Technology

Relevant Qualifications

Skill Type

• COMMUNICATION
  • Communication Skills
    • medium
• Extensive Technology Knowledge
  • Troubleshooting/problem-solving skills
    • advanced
• Working load management
  • Ability to work under pressure.
    • advanced

Required Competencies

• Communication
• Analytical skills
• Problem solving

Required Experiences

• 6 years experience in IT Support or Help Desk Services.

How to Apply

CLICK HERE TO READ MORE AND APPLY (https://nom.rra.gov.rw/onlineapp/applicant?page=jobdescriptions&job_master_id=191&advert_id=134)