The Ugandan Jobline

• Provide general first level technical
  support to end users in NITA-U and all NITA-U’s customers.
• The jobholder will man the helpdesk and
  respond to all helpdesk calls.
• Render support in maintaining
  issues/request log. Ensure accurate and prompt logging of all requests/
  issues unto the central 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.
• Escalate to all Tier 2 support teams
  within OLA and SLA timelines.
• The incumbent will escalate all enterprise
  solutions-related issues to the Enterprise Solutions Support.
• Provide first-level instructions on
  software installation and configuration e.g. client applications,
  anti-virus utilities, printer drivers, etc.
• Provide continuous user application and
  system support to the call centre and other relevant IT units.
• Communicate resolution of faults to
  end-users/ request initiators.
• Ensure security of all internal
  workstations through proper installation and regular updates of an
  effective anti-virus program on every workstation.
• Implement/comply with pre-defined NITA-U
  and service desk management policies and procedures.
• Render support in administering internal
  customer satisfaction surveys to obtain feedback on helpdesk efficiency
  (where necessary).
• Work closely with relevant unit/
  team/function in carrying out all relevant activities. This will involve
  monitoring of the Operational Level Agreements
• Prepare/compile agreed periodic activity
  and performance reports for the attention of the Applications solutions
  manager.
• Perform any other duties as assigned by
  the Applications solutions manager.

• The ideal candidate for the NITA-U IT
  Support Officer 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.
• At least three years’ work experience in providing first level technical
  support in a large enterprise environment.
• At
  least two years’ experience working in an IT Service Desk with experience
  in service management, incident management and request fulfilment.
• Demonstrated
  first line technical skills
• Demonstrated
  ability to work on own initiative as well as in a team
• Capacity
  to establish credibility, and trust and partnership.
• Analytical
  and problem –solving skills.
• Good
  interpersonal skills
• Excellent
  communication and report writing skills.
• Have
  impeccable level of integrity and honesty

Related Jobs