Service Centre Technician at SICPA Dar es Salaam, Tanzania

SICPA is 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.

SERVICE CENTRE TECHNICIAN

Service Centre Technician
Req ID: 17646
Posted on: 29-May-2020
Location: Dar Es Salaam (TZ10), Tanzania
Department: Service Center (50014577)
Job Family: Information Technology

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

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.

APPLY ONLINE