Britam ICT Service Desk Assistant Jobs in Rwanda

Britam ICT Service Desk Assistant Jobs in Rwanda

Role Purpose:

  • To provide the end-to-end IT supports requirements for office automation, user computing, hardware, software, and applications for business users.

  • Participate in the daily operations of the service desk and support services. This position will also be responsible for after-hours support to coincide with support schedules.

  • Proactive monitoring of response times, evaluating user satisfaction levels, and recommendations for improvement. Messaging and collaboration systems management and administration.

  • Participate in the various user productivity tools and office automation initiatives

    Key Accountabilities

    Support Operations

  • IT Service Desk operations

  • Resolves support tickets and issues

  • Communicates recurring support issues to his/her Line Manager

  • Communicates with customers on efforts and resolutions to tickets and issues

  • Improves customer relations and further develops customer confidence

  • Escalates support tickets and open issues to the appropriate team member(s) to provide the swiftest of resolutions

  • Multi-tasks and manages one work schedule efficiently

  • Participates in on-call duties that are shared among team members

  • Measure the performance of the service desk via quarterly customer feedback surveys

    Messaging and Collaboration Management

  • Implementing, Administrating, and maintaining electronic mail and groupware systems

  • Trouble shooting and fixing system problems and service requests, and providing high-level technical support for unresolved service desk issues

  • Formulating and documenting standard procedures for messaging system administration

  • Planning, documenting, and testing appropriate messaging-related disaster recovery and/or business continuity systems

    Office Automation

  • Office automation support and identification of requirements and ensuring customer satisfaction

  • Drive adoption of various user productivity enhancement tools

    IT Assets Inventory

  • Maintain up-to-date and accurate information on the organization’s IT support assets
    Management of Internal customers.

  • Managing the user expectations. Periodic, planned proactive visits to internal customers with reports and requests actions within agreed timeframes.

  • Create and continuously improve processes by which the support team operates

  • Enhance the customer experience by fostering an environment of service

    Reporting & Analysis

  • Generate incident and problem reports

  • Weekly performance reports

  • Trouble Tickets status reports

  • Escalations Status Reports

    Knowledge, Experience and Qualifications Required

    Key Outputs / Metrics

  • People Interfaces

  • SLAs and SLAs evaluation reports

  • Incident Reports

  • Environment Performance Reports

  • IT NOC Performance Reports

  • Operating Companies

  • Suppliers

    Person Specification

    Essential role-related, technical skills, qualifications, and, experience


  • Degree in science/Engineering/Computer Science

  • Microsoft Certified Professional – MCP

  • ITIL Certification

  • ICDL Certification

  • Cisco certification - CCNA

    Skills and Experience

  • 2+ years’ experience
    in Applications support, Network or System administration environment

  • Hands-on experience working with messaging and collaboration systems such as Ms-Exchange, Outlook, Active Directory, Google Apps, Blackberry, Android, and other handheld devices

  • Excellent technical knowledge of PC and desktop hardware

  • Excellent technical knowledge of PC internal components

  • Hands-on hardware troubleshooting experience.

  • Extensive equipment support experience

  • Working technical knowledge of current protocols, operating systems, and standards

  • Ability to operate tools, components, and peripheral accessories.

  • Able to read and understand technical manuals, procedural documentation, and OEM guides.

  • Have some familiarity with Support Ticketing Systems

  • Strong customer-service orientation.

  • Ability to conduct research into PC issues and products as required.

    Personal Attributes

  • Excellent oral communication, listening, interpersonal, and written communication skills.

  • Willingness to share knowledge with team members, superiors, and users.

  • Ability to listen to users in a courteous and friendly manner, acknowledge the reality of their problems, translate their descriptions into technical terms, fix the problems, and explain the solutions in terms the users can understand.

  • Excellent customer service skills, including the ability and willingness to communicate effectively and appropriately in an empathetic and understanding manner.

  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Experience working in a team-oriented, collaborative environment.

    Key Performance Drivers

  • 99.99% SLA adherence

  • Ensure 99.99% uptime of monitoring systems

  • 95% of the events and incidents are closed within the defined SLAs

  • Accurate Incident and problem reports availed within 24Hrs of the incident occurrence

  • 95% accuracy on IT Support Asset inventory

  • 100% of client desktops and laptops have the required antivirus and virus definition file

  • Quarterly customer survey measuring the quality of support services offered (95% positive rating)

  • Reduction in calls logged into the service desk measured over a whole year in weekly intervals

    How to Apply

    For more information and job application details, see; Britam ICT Service Desk Assistant Jobs in Rwanda

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