IECMS Support Staff & Call Center Operation

MINISTRY OF JUSTICE (MINIJUST)

Post: 1
Under Contract

Posted on: Sep 8, 2026
Deadline: Sep 16, 2026

EXAMS TO BE CONDUCTED

1: PsychometricTest
2: Written
3: Oral

REPORTS TO IECMS Project Manager

JOB RESPONSIBILITIES

Interview IECMS users during telephone calls to obtain information useful in providing effective solutions

• oversee inbound calls to ensure effective and timely resolution of IECMS user issues

• Place outbound calls to verify IECMS users satisfaction

• Escalate complex issues to more experienced IECMS team for proper resolution

• assist personnel, and act as focal point when endusers face hardware, software, or system issues

• deliver phone, remote access, and desktop assist to IECMS users.

• Track assigned tasks throughout problem solving life cycle using the institution’s Help Desk system. Must keep accurate and timely service tickets.

• keep records of inquiries or complaints as well as logs of interaction with customers

• Calm end-users and ensure their challenges or issues are addressed properly .

• perform any other task directed by his/her supervisor

NB: having Minimum of 1 year of experience in an IT assist and/or call center environment, especially in ICT industry

• Previous experience in a customer assist role

• Having experience in Desktop assist, Network Administration, System Administration are added advantage

• Certifications in A++, N++, MCIP, MCSA, CCNA are added advantage

Key technical skills & knowledge required:

• Knowledge of customer service practices and principles

• Excellent data entry and typing skills

• Superior listening, verbal, and written communication skills

• Demonstrate decisiveness in resolving problems, making decisions and identifying priorities;

• Good analytical skills and problem solving techniques

• Good interpersonal communication skills and ability to collaborate with others under pressure and solve problems

• End-users focus and adaptability to different personality types

• Ability to multi-task, set priorities and oversee time effectively

• The ability to learn quickly and collaborate with minimum supervision;

QUALIFICATIONS

• Bachelor's Degree in Software Engineering

1 Years of relevant experience

• Bachelor's Degree in Computer Science

1 Years of relevant experience

• Bachelor's Degree in Computer Engineering

1 Years of relevant experience

• Bachelor's Degree in Electronics and Telecommunication Engineering

1 Years of relevant experience

• Bachelor's Degree in Information Systems

1 Years of relevant experience

• Bachelor's Degree in Information Technology

1 Years of relevant experience

• Bachelor’s Degree in Business Information Technology

1 Years of relevant experience

• Bachelor of Business and information communication technology

1 Years of relevant experience

• Advanced diploma (A1) Computer application

1 Years of relevant experience

• Advanced diploma(A1) in information technology management

1 Years of relevant experience

• Advanced diploma (A1) in science in information technology

1 Years of relevant experience

• Advanced diploma(A1) in business information

1 Years of relevant experience

REQUIRED COMPETENCIES AND KEY TECHNICAL SKILLS

• Digital literacy skills

• Team work and team building skills;

• Writing and reading skills

• Interpersonal skills

• Ability to exercise tact and discretion in preparing, handling and disclosing information of a confidential or sensitive nature

• Ability to keep discretion and confidentiality

• Confidentiality, ethical and teamwork skills;

• High level of integrity, confidentiality and professional ethics;

• High level of integrity and professional ethics;

• High level of integrity, ethics and confidentiality

• Flexibility Skills

• Teamworking ability

• Ability to work under minimal supervision

• Creativity and Innovation

• High sense of responsibility and integrity

PSYCHOMETRIC LANGUAGES

• English

• Français

PSYCHOMETRIC DOMAINS

• Critical thinking
Competence / Skills

• Problem solving
Competence / Skills

• Analytical skills
Competence / Skills

• Time management
Competence / Skills

• Knowledge/Awareness
Behavior and attitude

• Processing speed
Behavior and attitude

• Perceptual Speed and Accuracy
Behavior and attitude

• Attention and concentration
Behavior and attitude

• Fluid intelligence
Behavior and attitude

• Emotion induction
Behavior and attitude

• Self-report measures
Behavior and attitude

• Behavioral observations
Behavior and attitude

• Patience
Behavior and attitude

• Empathy
Behavior and attitude

• Time for reaction
Behavior and attitude

• Coordination
Behavior and attitude

• Perceptual-Motor Integration
Behavior and attitude

• Conceptual capacity
Aptitude

• Awareness of their own abilities
Aptitude

• Work preferences
Aptitude

• Assertiveness
Communication skills

• Clear and Effective Communication
Communication skills

• Active Listening
Communication skills

• Conflict Resolution
Communication skills

• Adaptability and Flexibility
Communication skills

• Influence and Persuasion
Communication skills

• Cross-Cultural Communication
Communication skills