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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