1 Service Centre Analyst (IT) needed at Coventry University, Africa Hub in Kigali, Rwanda Deadline: 21-06-2026
Are you a mid-career IT support professional looking to join a globally recognized, forward-thinking organization? Coventry University, one of the UK’s leading Higher Education Institutions, is expanding its global activities through its Africa Hub in Kigali, Rwanda. In partnership with Safeguard Global, the university is officially hiring a Service Centre Analyst to join its innovative Digital Experience Center.
About the Department
The Digital Experience Center at Coventry University supports a diverse, international workforce alongside worldwide teaching and learning services. This hub seamlessly integrates traditional IT support, digital learning support, and service desk functions into a single, coordinated service. The primary goal is to ensure that students, academic faculty, and administrative staff can utilize digital tools flawlessly—whether they are operating on campus or working remotely from international locations.
Role Overview
As a Service Centre Analyst, you will serve as the first point of contact within the Digital Experience Center. You will be responsible for handling frontline technical inquiries and providing timely incident resolution, ensuring that strict Experience Level Agreements (XLAs) are maintained across the global environment.
Key Responsibilities
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First-Line Technical Support: Serve as the initial touchpoint for a global workforce and digital learning systems, diagnosing hardware, software, and connectivity issues.
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Incident Resolution: Provide swift frontline troubleshooting while ensuring compliance with global Experience Level Agreements (XLAs).
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User Journey Improvement: Deliver clear guidance, accurately identify recurring tech issues, and actively contribute to continual service improvement by closing gaps in the digital user journey.
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Global Support Coordination: Help maintain a smooth interface for both on-campus individuals and those working or studying from remote international locations.
Candidate Profile & Qualifications
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Education: Minimum of a Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or a related field.
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Experience Level: Mid-career professional possessing 3 to 5 years of progressive experience in an IT service desk, tech support, or high-volume customer service environment.
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Core Skills: Strong analytical capabilities, excellent cross-cultural communication skills, familiarity with service management frameworks, and a proactive mindset toward troubleshooting.
Employment Details
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Location: Kigali, Rwanda
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Contract Type: Full-time
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Number of Positions: 1
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Sector: Higher Education / IT Administration
How to Apply
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