Job Purpose
Reporting to the Client Support Supervisor, the Client Support Specialist ensures that the operations of the AGD are enhanced and supported, by providing technical support and resolution of end user issues according to standard operating procedures, using cutting edge technology and consistent with the AGD’s thrust towards automation and modernization of its services.
Summary of the broad purpose of the position in relation to Government’s goals and strategies:
- To perform ongoing resolution and product support for Treasury IT end users;
- To garner and report feedback from end users to establish training needs recommend requisite training programmes to the treasury and other MDAs on the GIFMIS, CTMS, and other IT systems deployed by the GOJ.
Key Responsibilities
Technical:
- Handles client service or support related incoming requests;
- Responds to and resolves complex client issues through incident recognition, research and isolation, resolution, escalation and follow up, according to the established guidelines for standard responses to client issues;
- Ensures resolution of client issues is properly noted, and the system updated;
- Performs end user training walk through, when required, for issue resolution;
- Researches and resolves each client interaction to their utmost satisfaction;
- Captures client information and problem-solving process such as decisions made, actions involved and final resolution in the system;
- Provides updates on status and completion in service management system and users through all means of communication;
- Manages databases and executes reports to track and support implementation and overseeing of compliance initiatives;
- Incorporates automation in the solution of client resolution initiatives, where possible;
- Liaises with other team members in the Information and Technology Unit, as required, for isolation and resolution of client issues;
- Utilizes in an efficient manner, the IT resources and supplies, and recommends new purchase requirements;
- Deploys new computer and technology equipment, as required;
- Performs tasks according to project management schedule;
- Performs tasks as required for the implementation and maintenance of the customer service platform for the AGD, that utilizes web enabled security-controlled access portals, popular social media interfaces and mobile friendly applications/platforms;
- Keeps current with emerging IT trends, and current dominant technologies;
- Visits client’s workstations in support of issue resolution, as required;
- Performs any other related duties that may be assigned from time to time.
Required Knowledge, Skills and Competencies
- Customer and quality focus: The ability to continuously ensure high standards of quality and service delivery to meet customers’ expectations
- Managing the client interface: Ability to work effectively with others, both internal and external to the Department, to deliver acceptable, customer-oriented and high-quality service
- Ability to work effectively under pressure
- Use of technology: The ability to accept and implement Information Technology in work activities to enhance organizational performance
- Analytical thinking, decision making, and problem solving: The capacity to analyze problems promptly, choose between alternatives and effect meaningful solutions
- Oral and written communication: The ability to communicate proficiently orally, in writing and in one-on-one, face-to-face, with excellent public speaking skills
- Collaboration and teamwork: The ability to be a collaborative business leader and an inspiring IT professional who shows a genuine intention to participate and work co-operatively with others in pursuit of team goals
- Interpersonal skills: The ability to display sensitivity towards others, interact collaboratively with colleagues and to build long term internal and external relationships and gain support to achieve desired objectives
- Performance management: The ability to align resources, systems, standards and activities to effectively, efficiently and consistently meet the goals and Strategic Objectives of the Department
- Leadership and team building: The ability to provide vision, direction, allocate responsibilities, delegate and motivate staff in one’s team, to include leading by example
- Strategic planning: The ability to develop effective plans in keeping with the Department’s objectives, including reviewing policy issues, determining priorities, and setting medium- and long-term goals
- Change management: The ability to maintain effectiveness in a changing environment and the willingness to respond quickly and positively to change, and to lead others through change and manage their concerns
- Strategic vision: The ability to develop a clear vision of the desired future state of the Department, demonstrate awareness of and/or anticipate changing environmental trends, Industry opportunities and threats/risks
- Emotional intelligence: Possession of self-awareness, self-management, social awareness, and social skills – The ability to display behaviours appropriate to the AGD’s business and social environment.
- Integrity: The ability to consistently demonstrate sound ethical standards, observe the codes of conduct for employees and codes of professional practice, and show consistency between established values and behaviours, in order to build trust and credibility;
- Comprehensive and technical knowledge of enterprise systems and technology;
- Knowledge of cutting-edge computer hardware, systems repair and maintenance;
- Knowledge of cutting-edge technology enabled automated help desk operations;
- Knowledge of centralized treasury management systems;
- Knowledge of the various guiding and Regulations Acts.
Minimum Required Qualification and Experience
Essential:
- Diploma or Associate Degree from a recognized institution in Information Technology;
- Incumbent must have technical expertise in Enterprise Systems.
Desirable:
- Bachelor’s Degree from a recognized institution in Information Technology;
- Training in Customer Service.
Special Condition Associated with the Job
- Pressured working conditions with numerous critical deadlines.
Please note that only shortlisted applicants will be contacted.
