Help Desk Officer (2 Positions)

Electricity Generation Company (MW) Ltd

Applications are invited from suitably qualified persons of Malawian origin to fill vacant positions in the company.

THE ORGANIZATION

Electricity Generation Company (Malawi) Limited. EGENCO is a limited liability company incorporated under the Companies Act (Cap.46:03) of the Laws of Malawi on 7th September 2016.

The company is wholly owned by the Government of Malawi and was established with the mandate of generating electricity in Malawi. It started its operations on 1 January 2017.

To fulfil its mandate effectively and efficiently, the company now invites suitably qualified and experienced dynamic individuals to fill the following challenging and exciting position in the Company

HELP DESK OFFICER – (GRADE EG9) – (2 POSITIONS)

Applications are invited from suitably qualified persons to fill the vacant post of Help Desk Officer-EG9 tenable in the company in the ICT Department at the Head Office, Chayamba, Blantyre. This post reports to the Senior Applications Administrator.

PURPOSE OF THE POSITION

The Help Desk Officer shall play a vital role in the MIS environment, serving as the primary point of contact for end-users seeking technical assistance and support.

They shall be responsible for receiving, documenting, and resolving user issues promptly and efficiently, ensuring minimal disruption to operations.

KEY DUTIES AND RESPONSIBILITIES

  1. Receiving and logging user inquiries, incidents, and service requests via help desk management software.
  2. Prioritizing and escalating issues according to established procedures, routing them to appropriate support teams or personnel.
  3. Providing first-line support and troubleshooting for common technical problems, leveraging knowledge of MIS applications and systems acquired through training
  4. Coordinating with super users, application administrators, and data centre administrators to resolve escalated issues promptly and effectively.
  5. Maintaining accurate records of user interactions, actions taken, and issue resolutions within the help desk system.
  6. Communicating effectively with end-users, providing timely updates and feedback on the status of reported issues.
  7. Participating in training sessions to enhance knowledge of IMIS applications and systems, staying informed about updates and changes
  8. Assisting in the development and documentation of standard operating procedures (SOPs) for help desk operations and user support.
  9. Adhering to the use of the help desk management software installed for the help desk management escalation procedures.

EXPECTED COMPETENCIES

  1. Strong interpersonal and communication skills, with the ability to interact professionally with users at all levels.
  2. Excellent problem-solving abilities and attention to detail, capable of diagnosing and resolving technical issues efficiently.
  3. Proficiency in help desk management software and ticketing systems, ensuring accurate and timely recording of user incidents and requests.
  4. Ability to prioritize tasks effectively and manage multiple competing priorities in a fast-paced environment.
  5. Team-oriented mindset with a customer-centric approach to service delivery, committed to ensuring user satisfaction and operational continuity.

RELATED KNOWLEDGE, SKILLS, AND ABILITIES

  1. Familiarity with MIS applications and systems, including but not limited to ERP systems, help desk management systems and/or escalation processes.
  2. Basic understanding of help desk principles and help desk best practices, including incident management and escalation procedures.
  3. Knowledge of common desktop operating systems, productivity software, and network fundamentals.
  4. Experience in providing technical support or help desk services in a corporate environment is preferred.

QUALIFICATIONS AND EXPERIENCE 

  1. Advanced Diploma in Information Technology, Computer Science, or a related field.
  2. Aged between 25-35.
  3. At least a minimum of 2 years’ experience in a help desk or technical support role, preferably in a complex IT environment.
  4. Certification in IT service management (e.g., ITIL Foundation) shall be an added advantage.
  5. Strong customer service orientation and a willingness to learn and adapt to new technologies and systems.
  6. Customer service training.

METHOD OF APPLICATION

Interested persons should submit applications attaching a comprehensive CV, relevant certificates, and names of three traceable referees and these should reach the undermentioned not later than Monday, 9th December 2024.

Acting Director of Human Resources Management
Electricity Generation Company (MW) Ltd
Chayamba Building – Floor No. 4
P O Box 1567
BLANTYRE

***WE ARE AN EQUAL OPPORTUNITY EMPLOYER***