Help Desk Technical Support Officer

VACANCY ANNOUNCEMENT@ Telekom Networks Malawi plc (TNM)

POSITION: HELP DESK TECHNICAL SUPPORT OFFICER 

OVERVIEW 

Applications are invited from suitably qualified candidates to fill the following vacant position below:

HELPDESK TECHNICAL SUPPORT OFFICER

Reporting to the Call Centre Operations Manager, the Help Desk Technical Officer shall be responsible for providing first-line technical support to users via phone, email and other digital channels. This role ensures timely resolution of IT incidents and service requests while delivering high standard of customer service adhering to established IT policies and procedures.

Major Tasks and Responsibilities

Provides first-line technical support for hardware, software, network, and application issues.

Performs basic troubleshooting and resolves issues at first contact where possible.

Escalates complex issues to second-line or specialist support teams.

Maintains IT equipment inventory and conduct routine checks on Call Centre devices.

Supports systems installation, setup, and basic maintenance for Call Centre environments.

Follows up with users to ensure issues are resolved satisfactorily.

Communicates technical issues clearly and professionally to users.

Ensures proper user verification before providing support.

Adheres to IT policies, and Data protection requirements.

Maintains confidentiality of user and organizational information.

Report security incidents and systems risk promptly.

Educational and professional Requirements 

Bachelor’s Degree or Diploma in Information Technology, Computer Science, or a related field.

Experience in IT support or a similar technical support environment.

Experience working in a fast-paced service desk or Call Centre Environment.

Experience in troubleshooting hardware, software, and network- related issues.

Good understanding of IT support principles and service desk operations.

Strong communication and customer service skills.

Interested applicants should send the application letters together with curriculum vitae through an email to the following address, indicating their preferable job location.

The Human Resources and Administration Director

TNM Plc

Livingstone Towers

P.O Box 3039 Blantyre 

Email: vacancies@tnm.co.mw

The application letters should not be received later than 15th June 2026.