Duties and Responsibilities

• To develop and implement efficient and effective customer support processes;
• To implement proper methodologies to improve first call resolution and technical assistance / support for incoming queries from the Public Institutions;
• To conduct analysis of helpdesk activities and make recommendation for increased organizational efficiency and effectiveness;
• To co-ordinate collection, analysis, interpretation and presentation of data and statistics;
• To 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;
• To log, maintain and take ownership of issues reported by the Public Institutions and provide the appropriate reporting information;
• To 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, and
• To maintain reliable and secured network and personal computing environment including hardware and software.

Qualifications

Holder of Bachelor Degree in Computer Science/ Information Technology/ Computer Engineering or related discipline from a recognized institution;

• To develop and implement efficient and effective customer support processes;
• To implement proper methodologies to improve first call resolution and technical assistance / support for incoming queries from the Public Institutions;
• To conduct analysis of helpdesk activities and make recommendation for increased organizational efficiency and effectiveness;
• To co-ordinate collection, analysis, interpretation and presentation of data and statistics;
• To 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;
• To log, maintain and take ownership of issues reported by the Public Institutions and provide the appropriate reporting information;
• To 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, and
• To maintain reliable and secured network and personal computing environment including hardware and software.

• Holder of Bachelor Degree in Computer Science/ Information Technology/ Computer Engineering or related discipline from a recognized institution;