ICT Officer – Customer Support NGO Jobs – World Vision International

Job Title:          ICT Officer – Customer Support
Organisation: World Vision
Duty Station: Kampala,
Reports to: ICT Manager
About US:
World Vision Uganda is a Christian Relief, Development and Advocacy
Non-Government Organization dedicated to working with children, families and
communities to overcome poverty and injustice. We currently work in over 41
districts in Uganda. World Vision is committed to the protection of children
and we will not employ people whose background is not suitable for working with
children. All employment is conditioned upon the successful completion of all
applicable background checks, including criminal record checks where possible.
“Our Vision for every child, Life in all its fullness. Our prayer for every
Heart, the will to make it so.”
Job Summary: The ICT
Officer- Customer Support will primarily ensure that ICT customers have a
stable Information Communication Technology (ICT) infrastructure that meets
their current and future ICT requirements in a timely and professional manner
Key Duties and
Customer Support:
  • First point of contact and day-to-day
    technical support to end users.
  • Regular travel to the field offices to
    offer ICT support
  • Capacity building field ICT point persons
    on first line ICT support
  • Responds to Level 1 and 2 support requests
    via multiple sources such as phone, e-mail and remote tools.
  • Logs call data into the service now
  • Interacts with clients in a courteous and
    professional manner.
  • Provides user access service to business
  • Collaborates in the development of
    service-level objectives and takes steps to meet or exceed targets.
  • Explains service procedures to clients.
  • Follows up in a timely manner to ensure
    customer satisfaction
  • Play a focal role in organizing and
    executing scheduled ICT clinics and knowledge transfer sessions both at
    the head office and field offices
Technical Support:
  • Takes part in the deployment of new or
    upgrade information technology and infrastructure projects, including
    assisting co-workers and vendor partners.
  • Installs and performs minor repairs to
    software, and peripheral equipment, following design or installation
  • Provides on-going support of client
  • Coordinates the deployment of new or
    upgraded images, software and hardware for multiple clients.
  • Configures and installs desktop PCs,
    peripheral equipment, laptops and other mobile devices.
  • Follows established procedures for
    performing configuration changes, updates and upgrades.
  • Offers technical support to meetings that
    include video conferencing.
  • Diagnoses and resolves client workstation
    and mobile device hardware and software issues.
  • Provide Level 1 support for all
    Infrastructure and connectivity challenges.
  • Adheres to the integrity of controls, regulations
    and guidelines.
  • Ensure data protection and backup of user
    data with WVK’s data server.
  • Regularly reviews operation processes to
    ensure consistent approval and compliance.
  • Makes recommendations and changes as
Asset Tracking: Manage the inventory of Computer Asset
equipment to ensure the timely entry in the inventory database, monitor
movement, withdrawal, reporting and reconciliation with Accounting Department
Connectivity and productivity tools:
  • Work with Internet Access Service
    Providers to ensure the Service Level Agreements (SLAs) are adhered to and
    outages are reported and escalated in a timely manner with rebate given
    for downtimes experienced.
  • Support various productivity tools such as
    Mobile Phones, PDAs, Blackberrys, WeBex, Skype, WebCams, portable computer
Service Improvement:
  • Tracks performance metrics.
  • Reviews tracking log to identify recurring
    problems, or problems affecting a large number of clients.
  • Take part in the integration and user
    acceptance testing.
  • Manage the customer satisfaction surveys
    in conjunction with the Customer Service Lead
  • Analyze and report the recommended
    improvements resulting from the customer satisfaction survey.

  • Creates, modifies and reviews
    documentation of issues resolutions.
  • Updates configuration management tools.
  • Develops and delivers documentation to
    ensure appropriate end-user support.
  • Develops and documents procedures for
    performing configuration changes, updates and upgrades.
  • Promptly and properly escalates unresolved
    issues, including complete problem descriptions, documentation of all
    actions performed, and all other pertinent details.
  • Creates and submits documented resolution
    to Knowledge Base.
  • Updates manuals/guides to incorporate new
    recommended products.
Qualifications, Skills and
  • The ideal candidate for the World Vision ICT
    Officer- Customer Support job opportunity should hold a Bachelor’s degree
    in Information Technology, Computer Science, Computer Engineering or
    relevant field from a recognized university.
  • A minimum of three years’ experience in a
    networking/telecommunications environment
  • ITIL Certification is a MUST for this
    position plus A+, N+ and MCP certification.
  • Extensive knowledge of telecommunications
    technologies (wireless networks) and Network Architectures for both Local
    Area Networks and Wide Area Networks
  • Excellent working knowledge of Internet
    technologies, including: TCP/IP suite of protocols; Internet security;
    Internet routing; Voice over Internet Protocol)
  • Good working knowledge of Microsoft
    Windows Operating Systems configuration and administration
  • Good working knowledge of office
    automation applications (Microsoft Office) and Lotus Notes
  • Excellent communication and inter-personal
    skills. Must be able to work in a multi-cultural environment
  • Excellent analytical, problem solving and
    negotiation skills
  • Customer-focused. Must demonstrate a
    strong willingness to meet the customer’s needs while balancing the
    organization’s needs and priorities
  • Demonstrates eagerness and aptitude for
    acquiring necessary technical knowledge, skills and judgment to accomplish
    a result or to serve a client’s needs effectively
How to Apply:
All suitably qualified candidates are encouraged to apply online by
visiting World Vision International’s e-recruitment jobs portal at the web link
Please follow instructions on How to Create Account and Profile at
World Vision’s e-recruitment portal. 
Qualified female candidates are particularly encouraged to apply.
Deadline: 30th
September 2017
For more of the latest jobs, please visit http://www.theugandanjobline.com or
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