Service Centre Technician
Dar es Salaam, Tanzania
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
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- 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.