2Job positions IECMS IT Support Staff & Call Center Operator Under Contract : Deadline: Nov 15, 2022

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Job description

• Interview IECMS users during telephone calls to
obtain information useful in providing effective
solutions
• Manage inbound calls to ensure effective and timely
resolution of IECMS user issues
• Place outbound calls to verify IECMS users
satisfaction
• Escalate complex issues to more experienced IECMS
team for proper resolution
• Support personnel, and act as focal point when endusers
face hardware, software, or system issues
• Provide phone, remote access, and desktop support to
IECMS users.
• Track assigned tasks throughout problem solving life
cycle using the institution’s Help Desk system. Must
maintain accurate and timely service tickets.
• Maintain records of inquiries or complaints as well as
logs of interaction with customers
• Calm end-users and ensure their challenges or issues
are addressed properly

NB: Having experience in an IT support and/or call center environment, especially in ICT industry, Previous experience in a customer support role, having experience in desktop support, Network Administration, System Administration, Certificate in A++, N++,MCIP, MCSA,CCNA are added advantage.




Key technical skills

.Knowledge of customer service practices and
principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication
skills
• Demonstrate decisiveness in resolving problems,
making decisions and identifying priorities;
Good analytical skills and problem solving techniques
• Good interpersonal communication skills and ability
to work with others under pressure and solve problems
• End-users focus and adaptability to different
personality types
• Ability to multi-task, set priorities and manage time
effectively
• The ability to learn quickly and work with minimum
supervision;




Minimum Qualifications

  • Advanced diploma in Software Engineering

    1 Year of relevant experience

  • Advanced diploma in Computer Science

    1 Year of relevant experience

  • Advanced diploma in Computer Engineering

    1 Year of relevant experience

  • Advanced diploma in Information and Communication Technology

    1 Year of relevant experience

  • Advanced diploma in Electronics and Telecommunication Engineering

    1 Year of relevant experience

  • Bachelor’s Degree in Software Engineering

    1 Year of relevant experience

  • Bachelor’s Degree in Computer Science

    1 Year of relevant experience

  • Bachelor’s Degree in Computer Engineering

    1 Year of relevant experience

  • Bachelor’s Degree in Information and Communication Technology

    1 Year of relevant experience

  • Bachelor’s Degree in Electronics and Telecommunication Engineering

    1 Year of relevant experience

  • Bachelor’s Degree in Information Systems

    1 Year of relevant experience

  • Bachelor’s Degree in Information Technology

    1 Year of relevant experience

  • Advanced Diploma in Information Management Systems

    1 Year of relevant experience

  • Bachelor’s Degree in Business Information Technology

    1 Year of relevant experience

  • Advanced diploma ( A1) in Business Information Technology

    1 Year of relevant experience

  • Advanced Diploma in Information Technology

    1 Year of relevant experience




Competency and Key Technical Skills

  • N/A

  • Strong critical thinking skills and excellent problem solving skills.

  • Inclusiveness

  • Accountability

  • Communication

  • Teamwork

  • Client/citizen focus

  • Professionalism

  • Commitment to continuous learning

  • Resource management skills

  • Problem solving skills

  • Decision making skills

  • Time management skills

  • Risk management skills

  • Fluency in Kinyarwanda, English and/or French. Knowledge of all is an added advantage

  • Analytical skills;










 

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