Title: ICT Service Desk Officer D3
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 Divison.
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 submiting 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
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.
Closing date for receiving applications is Tuesday 28 April 2026