ROLE

• Actively participate in all Service Centre activities, including the central Support Line and support email account, to ensure that all inquiries and requests are quickly answered and promptly resolved / fulfilled
• Serve as a first point of contact for the customer and system users for solution service and support
• Coordinate with the Field Service & Support and IT Support teams to ensure that all corrective maintenance activities are fulfilled in a timely and efficient manner
• Ensure that external and internal SLAs are met and that issues are escalated appropriately and resolved in a timely manner
• Actively participate in the management of work on incidents, problems and change requests, including planning and coordination with the customer, the local Field Service & Support and IT Support teams, and the external 3rd level support teams, key deliverable reviews, acceptance testing and deployment coordination
• Analyse incident and PRB trends and raise PRBs of repeat incident occurrences
• Close incidents, problems and CRs after verification that the underlying issue(s) have been resolved
• Actively participate in the development and delivery of solution-related trainings for the customer and taxpayer system users as well as internal training for new and existing team members
• Responsible for status reporting, including Operational Performance Management and Service Management reports, as scheduled or as required

PROFILE

• College degree or technical training in a relevant field, or equivalent combination of training and/or experience
• Minimum 2 years’ experience leading a service center / technical helpdesk team
• Fluent in English and Swahili
• Strong troubleshooting skills and demonstrated abilities to diagnose and analyse software issues
• Experience managing 1st level support activities (Service Center, Support Line, etc.)
• Experienced with quality and performance monitoring processes
• Experience with Microsoft Office tools (Excel, Word, PowerPoint, Visio)
• Experience troubleshooting computer networks
• Knowledge of basic IT support procedures and tools

JOIN US!

• Our success comes from our highly skilled and talented employees
• Respectful entrepreneurship and a long-term vision are key for success
• Our people contribute to a more secure world
• Diversity at all levels of an organization is a strength

We offer an exciting and challenging role, with great potential for personal development within a unique organization in a fascinating industry. Your file will be handled with upmost confidentiality and discretion.