The Ugandan Jobline

• Supervise the service desk and respond to
  all incoming requests through available channels.
• Oversee the maintenance of the knowledge
  base, configuration management database,
• Assist in providing first-level phone,
  email and remote support on IT related issues and escalate more technical
  issues requiring location visits to appropriate second-level/expert
  support teams within the unit.
• Provide first-level instructions on software
  installation and configuration e.g. client applications, anti-virus
  utilities, printer drivers, etc.
• The incumbent will also provide continuous
  user application and system support to the call centre and other relevant
  MDA IT units.
• Render support in developing programmes
  for training end users on self-help tips and office application usage.
• Implement and monitor compliance with
  pre-defined service desk management policies and procedures.
• Spearhead administering internal customer
  satisfaction surveys to obtain feedback on helpdesk efficiency (where
  necessary).
• Utilize available tools to monitor both of
  the Operational Level Agreements
• Serve as the first point of escalation for
  internal / external customers and champion customer issues ensuring
  effective engagement of IT teams.
• Manage customer expectations through
  effective communications balancing the needs of the business with those of
  the customer.
• Identify opportunities for continuous
  improvement in processes, IT services and the customer experience, and
  engage resources to deliver those improvements.
• Work closely with NITA-U staff to ensure
  that established IT Quality Assurance systems are effective. Where
  appropriate, liaise with the Manager, IT Service Management to advice on
  changes and provide staff with training, tools and techniques.
• Prepare/compile agreed periodic
  performance reports on various issues such as; service level and
  operational performance, change management, demand management, incident
  and request management for the attention of the Director of E-Government
  Services.
• Perform any other duties as assigned from
  time to time.

• The ideal candidate for the NITA-U
  Application Solutions Manager job placement should hold a Bachelor’s
  Degree in Computer Science, Information Systems, Information Technology,
  Software Engineering, or similar field;
• Professional certification in ITIL is
  mandatory;
• Other certifications such as MCSE, MCSA,
  CCNA, etc., will be an added advantage.
• A minimum of four years of relevant
  working experience, three of which should have been at supervisory level.
• Previous exposure and experience in
  business intelligence and reporting of enterprise related Proven project management skills
• Demonstrated
  technical proficiency in emerging IT trends including information security,
  e-Commerce, and e-Governance and e-Government applications.
• Ability
  to work on own initiative as well as in a team;
• Show
  capacity to establish credibility, and trust and partnership.
• High
  analytical and problem –solving skills.
• Excellent
  interpersonal, communication and report writing skills.
• Be
  a person of integrity and honesty
• Be
  a self-starter and has a high sense of urgency in making deliverables and
  capable of protecting confidentiality of information
• Ability
  to prioritize tasks and manage time efficiently
• Stress
  durable and Strong analytical skills
• information.
• Soft skills like management, leadership,
  communication, writing, presentation, listening skills, effective
  organizational and customer service skills.
• Good project management experience in a
  large scale enterprise environment.
• Extensive knowledge in the development,
  configuration and management of bespoke enterprise systems.

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