Background

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 provide technical support and assistance to customers, whether on the phone, email or in person with a primary intention of ensuring client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with.

Main Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers
• Walking the customer through the problem-solving process
• Ensuring that information on issues is updated and unresolved issues are escalated
• Recording events and problems and their resolution in logs
• Directing unresolved issues to the next level of support personnel
• Providing accurate information on IT products or services
• Following-up and update customer status and information
• Responsible for provision of feedback and reporting with the aim of improving issue resolution
• Passing on any feedback or suggestions by customers to the appropriate internal team
• Identifying and suggesting possible improvements on procedures and processes
• Compiling and submitting weekly report for the ICT Service Desk.

Qualifications and Experience

• Bachelor’s Degree in Computer Science or Information Technology or Business Information Systems or any ICT related fields.
• At least two (2) years’ experience in ICT Support Services

Attributes and Competencies

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

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.

• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers
• Walking the customer through the problem-solving process
• Ensuring that information on issues is updated and unresolved issues are escalated
• Recording events and problems and their resolution in logs
• Directing unresolved issues to the next level of support personnel
• Providing accurate information on IT products or services
• Following-up and update customer status and information
• Responsible for provision of feedback and reporting with the aim of improving issue resolution
• Passing on any feedback or suggestions by customers to the appropriate internal team
• Identifying and suggesting possible improvements on procedures and processes
• Compiling and submitting weekly report for the ICT Service Desk.

• 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 fields.
• At least two (2) years’ experience in ICT Support Services