The Rwanda Revenue Authority is inviting qualified and experienced professionals to apply for the position of Principal Technical Officer in Charge of Service Desk. This is an excellent opportunity for IT professionals seeking to advance their careers within a reputable public institution.Register now for new programs at MK SCHOLARS

The successful candidate will join the IT Support & Service Desk Unit at the headquarters (HQ), working in a hybrid mode. The role focuses on managing user requests, providing technical support, and ensuring efficient service delivery through effective IT service management systems.

ELIGIBILITY CRITERIA
Applicants must meet the following requirements:

·       Hold a Bachelor’s Degree in one of the following fields:

o   Computer Engineering (Information Technology)

o   Information Technology

o   Computer Science

o   Software Engineering

o   Network & Communication Systems

o   Information Systems and Management

o   Electronics and Telecommunication

o   Business Information Communication and Technology

·       Possess strong communication skills (medium proficiency)

·       Demonstrate advanced troubleshooting and problem-solving skills

·       Have the ability to work under pressure (advanced level)

·       Exhibit strong analytical and problem-solving competencies

AVAILABLE POSITIONS

·       Principal Technical Officer in Charge of Service Desk (Grade T3)

·       Location: Headquarters (HQ)

·       Working Mode: Hybrid

·       Reports to: Director in charge of IT Support & Service Desk Unit

DUTIES AND RESPONSIBILITIES
The selected candidate will be responsible for:

·       Monitoring the IT Service Management system for incidents and service requests

·       Providing technical support to end users on all IT equipment

·       Analyzing requests and assigning them to appropriate teams or individuals

·       Ensuring timely handling of requests in line with Service Level Agreements (SLA)

·       Promoting and enforcing the use of IT Service Management systems

·       Collecting and submitting customer feedback

·       Reporting daily system usage to the supervisor for improved service delivery

·       Adapting to flexible working hours, including weekends or overtime when required

REQUIRED DOCUMENTS
Applicants should prepare the following:

·       Updated Curriculum Vitae (CV)

·       Academic certificates and transcripts

·       Copy of national ID or passport

·       Relevant professional certificates (if any)

·       Proof of work experience (minimum 6 years in IT Support or Help Desk Services)

APPLICATION PROCEDURES
Interested candidates should submit their applications through the official recruitment portal of the Rwanda Revenue Authority. Ensure that all required documents are uploaded and that the application is completed before the deadline.

APPLICATION DEADLINE
21 April 2026

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