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

- Link: https://kilimanjaroyetu.com/2026/05/20/ict-officer-grade-ii-helpdesk-at-mamlaka-ya-serikali-mtandao-ega/
- Published: 2026-05-20T14:29:32+00:00
- Author: 

## 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.