Principal Technical officer in Charge of Service Desk at Rwanda Revenue Authority: (Deadline 21 April 2026)
JOB DESCRIPTIONS
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 Type
Required Skill
Required Proficiency level
COMMUNICATION
Communication Skills
medium
Extensive Technology Knowledge
Troubleshooting/problem-solving skills
advanced
Working load management
Ability to work under pressure.
advanced
Required Competencies
Communication
Analytical skills
Problem solving
Required Experiences
6 years experience in IT Support or Help Desk Services.
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