Job details

Service Desk Team

Job Title: Principal Technical officer in Charge of Service Desk

Grade: T3

Supervisor: Director in charge of IT Support & Service Desk Unit

Location: HQ

Working Mode: Hybrid

Purpose

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

Preferred Qualifications

• 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 TypeRequired SkillRequired Proficiency level

COMMUNICATIONCommunication Skillsmedium

Extensive Technology KnowledgeTroubleshooting/problem-solving skillsadvanced

Working load managementAbility to work under pressure.advanced

Required Competencies

• Communication
• Analytical skills
• Problem solving

Required Experiences

6 years experience in IT Support or Help Desk Services.

• 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

• Communication Skills
• Troubleshooting/problem-solving skills
• Ability to work under pressure.

• 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