Principal Technical officer in Charge of Service Desk at Rwanda Revenue Authority: (Deadline 21 April 2026)

Principal Technical officer in Charge of Service Desk at Rwanda Revenue Authority: (Deadline 21 April 2026)
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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
  1. Check regularly the IT Service Management system for incident and service requests
  2. Deliver IT technical support to final users of all RRA IT equipment
  3. Deep analysis of the request to detect clearly any team/individual to assign to
  4. Assign the received requests to any other teams or individuals according to specific areas
  5. Ensure the priorities (SLA) are respected for each request
  6. Enforcement of use of IT Service Management system while requesting for IT Support
  7. Check and submit Customer feedback received from IT Service Management system
  8. Report daily on the use of IT service management system to the immediate supervisor, for better service delivery
  9. Flexibility for adjustment of hours and/or weekend work may be required and/or occasional overtime
Required Academic Qualification
   Preferred Qualifications
  1. Bachelor’s Degree in Computer Engineering specialized in Information Technology
  2. Bachelor’s Degree in Electronic and Telecommunication specialized in Information Technology
  3. Bachelor’s Degree in Science, Electronics and Telecommunication specialized in Information Technology
  4. Bachelor’s Degree in Science in Information Technology
  5. Bachelor’s Degree in Science with Honours in Computer Science
  6. Bachelor’s Degree in Science with Honours in Information Management
  7. Bachelor’s Degree in Science with Honours in Software Engineering
  8. Bachelor’s Degree in Science with Honours in Network & Communication Systems
  9. Bachelor’s Degree in Science with Honours in Information System and Management
  10. 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
  1. Communication
  2. Analytical skills
  3. Problem solving
Required Experiences
  1. 6 years experience in IT Support or Help Desk Services.

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