IT Service Desk Officer

Job Summary

The Information Technology Service Desk Officer reports to the Senior IT Manager and provide user support on HJFMRI-Tanzania computer applications and platforms. Troubleshoot reported problems or escalate for urgent attention, or advice on the appropriate cause of action.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description

Reports to: Senior IT Manager

Location: Mbeya


General Overview:

The Information Technology Service Desk Officer reports to the Senior IT Manager and provide user support on HJFMRI-Tanzania computer applications and platforms. Troubleshoot reported problems or escalate for urgent attention, or advice on the appropriate cause of action.


Duties and responsibilities:

• Maintains a thorough knowledge of the organization and adheres to all HJFMRI organizational standards.

• Assist to Complete Knowledge on Designing and documenting databases with Data Modeling.

• Serve as liaison between department staff and the ICT unit to resolve issues reported from staff through itsupport@wrp.or.tz email.

• Assisting in Implementing, administrates and maintaining databases.

• Assist in Troubleshoot computer problems.

• Track and route problems and requests and document resolutions.

• Performs routine preventive maintenance on hardware and software.

• Work one-on-one with staff on applications assistance.

• Provide recommendations on department applications best use.

• Identify and escalate situations requiring urgent attention.

• Perform hardware and software installations.

• Provide on-the-job assistance to new department staff members.

• Provides at all times a professional, courteous and rapid response to individual users.

• Support regular and reliable backups and ensure that the Data backup and system are functioning.

• Respects confidentiality in discussing staff and partner organizational matters, also maintains confidentiality of HJFMRI and its project, fiscal and personnel related information.

• Reports to work regularly and on time.

• Assists in other duties as needed and directed.


Education and/or Experience:

Bachelor's degree from four-year College or university and one to two years related experience and/or training; or equivalent combination of technical education and experience.


Computer Skills:

The following computer proficiency is (are) required: Internet Explorer; Microsoft Access; Microsoft Excel; Microsoft Outlook; Microsoft PowerPoint; Microsoft Publisher; Microsoft Word; Lotus Notes.


Other Skills and Qualifications:

  • Ability to read, analyze and interpret general technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Fluent in English and Kiswahili.
  • Ability to calculate figures and amounts (basic math).
  • Knowledge of and experience with: LANS/WANS; Windows Server Environment; Microsoft SQL Server; Microsoft Exchange; Internet Information Services; backup systems; network/workstation peripherals; print servers; firewalls, spam & antivirus hardware/software; JavaScript, HTML, Cascading Style Sheets; computer hardware (replacing hard drives, hardware drivers, etc.).


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