Background information about the job or company (e.g., role context, company overview)

The Malawi Revenue Authority (MRA), an organization entrusted with the assessment, collection, and accounting for tax revenues for the Malawi Government is inviting applications from versatile and suitably qualified candidates to fill the above vacant position in the ICT Division

Overall Objective

To coordinate the management of ICT incidents and ICT service requests received from ICT users. The incumbent is expected to closely work with the other departments within ICT Division to ensure that ICT issues and service requests are addressed within the ICT Service Level Agreements (SLAs).

Main Responsibilities

• Coordinating timely logging, updating and closure of ICT issues on daily basis.
• Facilitating escalation of issues by timely reviewing logged ICT issues and weekly reports from ICT Support Officers.
• Facilitating meetings between solution providers and business user for timely resolution of incidents.
• Monitoring and enforce ICT Service Level Agreements of reported incidents and ICT service requests
• Coordinating problem management processes by arranging regular meetings.
• Ensuring that ICT service requests are delivered to users in time through tracking in a log.
• Assisting in managing the deployment, configuration and security of desktop, laptops, mobile computing devices and peripheral devices.
• Proactively managing stock levels of consumables, spares and replacement equipment.
• Managing ICT Service Desk schedules for weekdays, weekends and public holidays.
• Managing workloads for ICT Support Officers for issue resolution.
• Compile and submit monthly reports on performance of ICT Service Desk by last day of the month.
• Managing leave plan for team members to ensure ICT Service Desk operations are not disrupted.
• Conduct performance appraisals of team members in time.

Qualifications and Experience

• Bachelor’s Degree in Computer Science or Information Technology or Business Information Systems or any ICT related ICT fields
• At least three (3) years’ experience in operating an ICT Service Desk in an institution

Attributes and Competencies

• Excellent Analytical and problem-solving skills
• Effective Planning and organizing skills
• Good Interpersonal skills
• Excellent Communication skills
• Ability to manage time

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Successful candidates before being appointed will undergo an extensive background check of their integrity. Only when the vetting exercise is favourable shall the Authority make the appointment.

• Coordinating timely logging, updating and closure of ICT issues on daily basis.
• Facilitating escalation of issues by timely reviewing logged ICT issues and weekly reports from ICT Support Officers.
• Facilitating meetings between solution providers and business user for timely resolution of incidents.
• Monitoring and enforce ICT Service Level Agreements of reported incidents and ICT service requests
• Coordinating problem management processes by arranging regular meetings.
• Ensuring that ICT service requests are delivered to users in time through tracking in a log.
• Assisting in managing the deployment, configuration and security of desktop, laptops, mobile computing devices and peripheral devices.
• Proactively managing stock levels of consumables, spares and replacement equipment.
• Managing ICT Service Desk schedules for weekdays, weekends and public holidays.
• Managing workloads for ICT Support Officers for issue resolution.
• Compile and submit monthly reports on performance of ICT Service Desk by last day of the month.
• Managing leave plan for team members to ensure ICT Service Desk operations are not disrupted.
• Conduct performance appraisals of team members in time.

• Excellent Analytical and problem-solving skills
• Effective Planning and organizing skills
• Good Interpersonal skills
• Excellent Communication skills
• Ability to manage time

• Bachelor’s Degree in Computer Science or Information Technology or Business Information Systems or any ICT related ICT fields
• At least three (3) years’ experience in operating an ICT Service Desk in an institution