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Job Title:   Computer Control Clerk (Service Desk Analyst)

Organisation: United States US Embassy, US Mission in Uganda

Duty Station: Kampala, Uganda

Position Number: Kampala-2023-080

About US Embassy:

The United States Embassy in Kampala, Uganda has enjoyed diplomatic relations with Uganda for over 30 years.  Ambassador Natalie E. Brown currently heads the U.S Mission to Uganda.  The Mission is composed of several offices and organizations all working under the auspices of the Embassy and at the direction of the Ambassador.

Among the offices operating under the U.S Mission to Uganda are:

• United States Agency for International Development (USAID)
• Centers for Disease Control (CDC)
• Peace Corps

Job Summary:  The Service Desk Analyst (SDA) provides first level support to over 441 customers and works under the direct supervision of the Information Systems Officer. The SDA is responsible for front-line response to both internal and external customer queries, both in person at the service desk and through remote channels such as telephone, email, chat, and self-service request forms. In addition to IT-related calls, the SDA performs ticket triage, and handles resulting incidents and service requests using the incident management and request fulfillment processes in line with ICASS targets and objectives.

Key Duties and Responsibilities:

IT Customer Service Desk: 70%

• The SDA is the face of the Information Management section.
• S/he must listen to the customer to learn their requirements, explain service catalog options, and help them to properly submit service requests.
• S/he must maintain a professional demeanor, even when dealing with difficult customers.
• Provides first level support to the customer, perform ticket triage, and handle resulting incidents and Service Requests expeditiously, using the incident management and request fulfillment processes in line with Service Desk targets and objectives.
• Tracks customer tickets through the lifecycle and across responsible offices to ensure that those requiring action or sign-off from multiple approvers and/or service providers do not get delayed or miss their fulfillment target.
• Establishes a dialogue with the customer to elicit information about the problem and provide instructions to the user or escalates to the next level of support.
• Applies a range of diagnostic tools and techniques, including standard problem resolution scripts or established decision trees, to isolate and identify the source of the trouble as well as determine the procedures to accomplish such corrective actions.
• Documents problems assigned and corrective actions taken for inclusion in the problem resolution database.
• Performs user administration functions such as adding and deleting users, resetting passwords, managing security groups, and assigning user accounts to appropriate directories.
• Maintains documentation on workstation and network resources including user information, server and workstation configurations, network cabling, and trouble logs. Assists users with office productivity applications and enterprise web applications.

Administrative and Program Management: 15%

• Designated as Security and Accountability for Everyone (SAFE) Data Manager and is responsible for maintaining and validating the emergency notification system database.
• Ensures that all official mobile devices have the SAFE mobile client installed and activated at time of issuance and that the customer knows how to use it and respond to emergency and accountability notifications.
• Works closely with the IRM American Supervisor to receive the relevant information to updates the Information Management Office’s sections of the Emergency Action Plan (EAP) via the Post Emergency Guidance and Authoring System (PEGASYS) platform.
• Maintains the data quality of Active Directory and validates user and resource information.
• Validates that user accounts and devices are associated with the correct ICASS agency code.
• Generates ICASS workload count reports for the IRM section and clears them with the customer agencies.
• Actively monitors and maintains the IT Asset Management (ITAM) system and coordinates with the Property section so that property transactions submitted by the IM Office are reflected in the system of record.
• Issues loanable property, including laptops, emergency radios, and mobile devices, and maintains hand receipts. Assists with the annual inventory and ensures that records for property under control of the IM section are properly documented.
• Updates Post Profiles information at least quarterly.

Training and Knowledge Management: 15%

• Provides ad-hoc and introductory training to users on the use radios, mobile devices, software and, when necessary, provides refresher training in the use of existing applications programs such as those for word processing and spreadsheets.
• Provides guidance on the creation of adequate passwords, proper maintenance of email accounts to avoid data overload, and the establishment of folders and files to ensure efficient storage and retrieval of documents.
• Meets the training goals set-forth in the annual ISC training plans and stays current with mandatory training.
• Maintains technical skills and proficiency required to perform IT support to the Embassy in Sofia and maintains any required professional certifications.
• Maintains and updates Standard Operating Procedure (SOP) documentation and keeps all documentation current; including hardware/software documentation and inventory of equipment in each office.

Qualifications, Skills and Experience:

NOTE:  All applicants must address each selection criterion detailed below with specific and comprehensive information supporting each item.

• The applicants for the United States US Embassy Computer Control Clerk (Service Desk Analyst) job opportunity should have completed Secondary School education (O & A Level). Required.
• At least two years of prior experience in the management and use of information systems including IT call center /customer service experience is required.
• Comprehensive knowledge of Local Area Networks support methodologies; IT troubleshooting techniques, in-depth knowledge of personal computers, peripherals, wireless internet hardware and smart phone configuration.
• The incumbent must have excellent interpersonal and communications skills to work effectively with internal and external contacts at all levels.
• Must have excellent organizational and planning skills.
• Must possess advanced skills in MS Office software programs (Outlook, Word, and Excel), both for their own work and to answer questions for other employees.
• Must be able to type accurately at a good working speed. and initiative is required.
• Must be able to lift 25 pounds. This may be tested.
• Language: Level IV (Fluent) speaking/reading/writing of English is required. This may be tested.

How to Apply:

All those interested in working with the United States Embassy, US Mission in Kampala should send their applications online at the link below.

Click Here

Deadline: 14^th November 2023

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