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Tax Administration Jamaica (TAJ), the largest tax collecting Authority in Jamaica, is seeking suitably qualified individuals to apply for the following vacant position:
ICT Support Agent (Level 3)– Information Communication Technology – Kingston – Not Vacant
Job Purpose
To provide a single efficient point of contact to offer first line support for Information and Communication Technology (ICT) related problems; receive, log and route problem reports and service requests to the relevant technical units for resolution and monitor all Service Level Agreements (SLA) governing the products and services in use within TAJ.
Key Responsibility Areas
Technical and Professional Duties
Provides first level problem resolution to ICT related technical support issues/problems;
Receives and logs problem reports and service requests;
Solicits clarification on reported problems/request before passing same to the relevant technical unit;
Routes problems to relevant areas and resolving requests for assistance;
Relays information to customers regarding problem/request resolution or progress;
Assists in performing trend analyses and initiates recommendations which address significant and/or recurring concerns/problems;
Acquaints oneself with hardware and software user documentation to acquire knowledge in an effort to provide assistance to user community;
Establishes and maintains a good working relationship with stakeholders, customers, key business managers and service users;
Updates and maintains accurate information inside the Service Portfolio and Service Catalogue;
Identifies and recommends improvements to IT services that support business processes;
Monitors all SLAs to ensure compliance by both service providers and users;
Liaises with service providers to request support/service in keeping with SLAs;
Manages the CUG Phone distribution, user contracts, SLA, usage, billing, repairs and disposal;
Assists users in troubleshooting issues/problems related to the use and functions of the CUG telephones and associated services;
Monitors Microsoft Enterprise Agreement;
Prepares and submits reports;
Performs other related duties assigned by the Manager, ICT Support.
Required Competencies
Specific Knowledge
Excellent knowledge of ICT systems and practices;
Excellent knowledge of troubleshooting ICT related problems, especially those associated with systems and equipment owned and operated by TAJ;
Excellent knowledge of customer service principles, practices and techniques.
Required Skills and Specialised Techniques
Excellent decision-making and organizing skills;
Excellent judgement, and analytical skills;
Excellent communication, interpersonal and team building skills;
Very good time management skill.
Qualification and Experience
BSc. in Computer Science or the equivalent qualifications;
Certificate in ITIL or Cobalt would be an asset;
Two (2) years’ experience in a related field.
Working Conditions
Normal office environment.
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