Service Centre Technician at SICPA May, 2020

We are currently looking for a highly motivated, outstanding individual to join our Service Centre Team and to actively participate in all Service Centre activities for the SICPATRACE solution in Tanzania.



  • Actively participate in all Service Centre activities, including the central Support Line and support email account, to ensure that all inquiries and requests are quickly answered and promptly resolved / fulfilled
  • Serve as a first point of contact for the customer and system users for solution service and support
  • Coordinate with the Field Service & Support and IT Support teams to ensure that all corrective maintenance activities are fulfilled in a timely and efficient manner
  • Ensure that external and internal SLAs are met and that issues are escalated appropriately and resolved in a timely manner
  • Actively participate in the management of work on incidents, problems and change requests, including planning and coordination with the customer, the local Field Service & Support and IT Support teams, and the external 3rd level support teams, key deliverable reviews, acceptance testing and deployment coordination
  • Analyse incident and PRB trends and raise PRBs of repeat incident occurrences
  • Close incidents, problems and CRs after verification that the underlying issue(s) have been resolved
  • Actively participate in the development and delivery of solution-related trainings for the customer and taxpayer system users as well as internal training for new and existing team members
  • Responsible for status reporting, including Operational Performance Management and Service Management reports, as scheduled or as required


  • College degree or technical training in a relevant field, or equivalent combination of training and/or experience
  • Minimum 2 years’ experience leading a service center / technical helpdesk team
  • Fluent in English and Swahili
  • Strong troubleshooting skills and demonstrated abilities to diagnose and analyse software issues
  • Experience managing 1st level support activities (Service Center, Support Line, etc.)
  • Experienced with quality and performance monitoring processes
  • Experience with Microsoft Office tools (Excel, Word, PowerPoint, Visio)
  • Experience troubleshooting computer networks
  • Knowledge of basic IT support procedures and tools


  • Our success comes from our highly skilled and talented employees
  • Respectful entrepreneurship and a long-term vision are key for success
  • Our people contribute to a more secure world
  • Diversity at all levels of an organization is a strength

We offer an exciting and challenging role, with great potential for personal development within a unique organization in a fascinating industry. Your file will be handled with upmost confidentiality and discretion


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