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Job Title:   Officer Help Desk (2
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Organisation: Uganda
Revenue Authority (URA)

Duty Station: Kampala,
Uganda

About URA:

The Uganda Revenue
Authority (URA) was established by the Uganda Revenue Authority Statute of 1991
and set up in September of the same year as a central body for assessment and
collection of specified revenue, to administer and enforce the laws relating to
such revenue and to provide for related matters. This statute incorporated all
the laws that were in force then regarding tax collection. The new organization
(URA) amalgamated the three tax administration departments that were
responsible for all the taxes collected by the Central Government of Uganda.

Job Summary:    The Officer
Help Desk will provide operational and technical support to users of IT
services through I.T help desk to facilitate usage and availability of IT
services in the organization

Key Duties and Responsibilities: 

Attend to user
needs routed through the IT help desk to streamline provision of IT support
through a single point of contact.

·        
Receive
requests/incidents from users of IT services and provide first level support or
escalate the complex cases to second level support.

·        
Assess
and analyze reoccurring incidents and escalate to second level support to
ensure that the root cause is identified

·        
Provide
hands on support to staff on how to use some applications on the computers

·        
Follow
up on reported incidents/requests up to their resolution and closure and
provide feedback to the user

·        
Track
receipt and exit of IT assets deposited for repair at the IT help desk and
update the user on the progress of the repairs

·        
Create
user and mail accounts, and IP phone codes to new staff

·        
Advise
the external clients on the procedures of maintaining their machines and
provide them with VPN rights to access the organization systems

·        
Monitor
and update the functionality of the Help Desk tool and communicate the changes
to the line supervisor

·        
Prepare
the daily IT service availability status reports and submit to the line
supervisor for review and further administration

Provide technical
support to users of IT service in order to improve user efficiency and effectiveness
of IT systems.

·        
Liaise
with the station heads to identify any IT needs and problems and provide the
required support

·        
Monitor
the network status in the assigned stations and ensure that all applications
are running and report any network problems promptly

·        
Provide
hands on support to staff on how to use applications on the computers

·        
Sensitize
and train staff on how to maintain IT equipment in a good working condition

·        
Carry
out installations of printers, scanners and all the applications (OS, java, Microsoft
office) and set proxy settings for email and intranet

·        
Create
codes for the biometric machines to allow access for staff in to the
organization premises

Qualifications, Skills and Experience: 

·        
The
applicants for the Uganda Revenue Authority (URA) Officer Help Desk job
opportunities should hold a Degree in any Information Technology related field.

·        
Training
in customer relationship management

·        
ITIL
Certification.

·        
Microsoft
certifications or related fields.

·        
Two years’
experience in a busy IT environment

·        
Knowledge
of ICT policy, National IT Act, Information Technology services management
frameworks and Information Communication Policy

·        
The
incumbent should be a good team player with strong analytical and
problem-solving skills.

·        
S/he
must be flexible, assertive, with good customer care and communication skills

How to Apply:

All suitably
qualified and interested candidates who wish to join URA should apply online at
the link below.

Click
Here

Deadline: 16^th July 2019 at 11:59pm

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