The ICT Officer Grade II (Helpdesk) position at Mamlaka ya Serikali Mtandao (eGA), also known as the e-Government Authority, is an ICT support role responsible for providing technical assistance, managing helpdesk operations, and ensuring efficient support services for Public Institutions. The role focuses on resolving ICT issues, improving customer support processes, and maintaining reliable ICT systems and network environments within government operations.

This position has 1 vacancy, and the application period runs from 19/05/2026 to 01/06/2026. The role is suitable for candidates with technical problem-solving abilities, communication skills, and experience in ICT support and customer service environments.

Duties and responsibilities include:

• Developing and implementing efficient and effective customer support processes
• Implementing methodologies to improve first-call resolution and technical support for queries from Public Institutions
• Conducting analysis of helpdesk activities and recommending improvements for organizational efficiency and effectiveness
• Coordinating collection, analysis, interpretation, and presentation of data and statistics
• Designing, developing, and managing reporting structures for early identification of service faults, breakdowns, and technical problems
• Logging, maintaining, and taking ownership of issues reported by Public Institutions and providing appropriate reporting information
• Providing first-level ICT technical support and ensuring timely resolution of queries in compliance with Client Service Charter and Service Level Agreements
• Maintaining reliable and secure network systems and personal computing environments, including hardware and software support

Qualifications required:

• Bachelor Degree in Computer Science, Information Technology, Computer Engineering, or related discipline from a recognized institution

Remuneration is according to the eGA Scheme of Service.