Job Title: Office Automation Support Officer (Fresher Jobs)
Organisation: Uganda National Airlines Company Limited
Duty Station: Entebbe, Uganda
Reports to: Assistant Manager, IT Operations
About US:
Uganda Airlines is the flag carrier of Uganda. The company is a revival of the older Uganda Airlines which operated from 1977 until 2001. It began flying in August 2019.
Key Duties and Responsibilities:
- Responsible for receiving and logging user requests, incidents and problems affecting all IT services in the company.
- Responsible for initial diagnosis, troubleshooting, fixing issues or escalation incidents and/or problems to 2nd and 3rd level support functions in the company.
- Measure and report IT team performance providing metrics for systems availability, reliability, MTBF, SLA compliance among other IT performance measurements as agreed.
- Identification, recommending, receiving, storing and distribution of desktop equipment and software required by staff to effectively function in an officer environment.
- Maintain, patch, and optimize desktop equipment, office applications and tools.
- Maintain inventory of office equipment (PCs, Printers, laptops, Mobile phones, Telephone extensions, radios, modems) and all other IT devices required for efficient business operations.
- Work with procurement to ensure there is efficient entry and exit (disposal) of IT equipment and peripheral equipment.
- Work with Systems Administrators, Network Administrators, and IT Security staff in patching end-user devices so as to maintain the security and accessibility of end-user solutions.
- Monitor and maintain end-point security in accordance with Security standards set.
- Support end-users in the automation of routine and repetitive tasks automation
Key Performance Indicators
- Maintain an up-to-date IT inventory catalog of all hardware and software systems
- Timely closure of incidents and problems reported to IT
- Adherence to SLA and OLA standards
- IT Performance reports generation and circulation within agreed timelines
- Incidents and problems escalated and tracked to satisfactory closure by 2nd and 3rd Level support
- Internal IT Customer satisfaction rating
- Routine and repetitive problem resolution
- Irate customer handling.
- Conflicts resolutions
- Training and knowledge transfer to end users
Qualifications, Skills and Experience:
- The applicant must hold a Bachelor’s degree in Computer Science, Information Technology, Computer Engineering or related degree
- Certified Microsoft professional certification
- Training and certification in hardware and network support
- Two years of experience in supporting office automation tools.
- Experience in networking and hardware equipment support & maintenance
- A pleasant personality who is willing and able to listen to and understand user challenges and problems.
- Team player who can work with others in problem-solving.
- Interests in Research and root-cause analysis
- Organization and record-keeping skills
- Reports and performance analysis skills
How to Apply:
All candidates who wish to join Uganda Airlines in this capacity should apply online at the link below.
Deadline: 13th November 2023
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