ICT OFFICER GRADE II (HELPDESK) at Mamlaka ya Serikali Mtandao (eGA)

Job Overview

Employer: Mamlaka ya Serikali Mtandao (eGA)

Advert reference: Ajira #13535

Role: ICT OFFICER GRADE II (HELPDESK)

Open posts: 1 position

Published: 19 May 2026

Deadline: 01 June 2026

Salary scale: As per eGA Scheme of Service

Duties and Responsibilities

1. To develop and implement efficient and effective customer support processes;
2. To implement proper methodologies to improve first call resolution and technical assistance / support for incoming queries from the Public Institutions;
3. To conduct analysis of helpdesk activities and make recommendation for increased organizational efficiency and effectiveness;
4. To co-ordinate collection, analysis, interpretation and presentation of data and statistics;
5. To design, develop and manage an enhanced reporting structure which ensures the early identification of reported service faults/breakdown/problem and ensure minimum risk to the business;
6. To log, maintain and take ownership of issues reported by the Public Institutions and provide the appropriate reporting information;
7. To provide first Level ICT Technical Support and ensure fast resolution of queries from Public Institutions in compliance with Client Service charter and Service Level Agreements, and
8. To maintain reliable and secured network and personal computing environment including hardware and software.

Qualifications

Holder of Bachelor Degree in Computer Science/ Information Technology/ Computer Engineering or related discipline from a recognized institution;

How to Apply

Submit your application through the official Ajira Portal. Use the advert reference above if the portal opens at the vacancies list.