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About this job
OVERVIEW
We are currently looking for a highly motivated, outstanding individual to join our Service Centre Team and to actively participate in all Service Centre activities for the SICPATRACE solution in Tanzania.
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
We are currently looking for a highly motivated, outstanding individual to join our Service Centre Team and to actively participate in all Service Centre activities for the SICPATRACE solution in Tanzania.
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