The Ugandan Jobline

• Offer technical support to telephone and
  email requests from users for end-user hardware, operating system,
  software and associated peripherals and log them in the help desk tracking
  tool
• Redirect or escalate support requests for
  both BPO center and IAC that cannot be handled by the help desk to the
  appropriate NITA Technical person or service provider
• Offer administrative support to the Information
  Access Center (IAC)
• Maintain BPO Center and IAC Service Level
  Agreements by overseeing the execution of support and maintenance services
• Maintain equipment at the BPO Center and IAC
  in liaison with the NITA-U IT Services Department to ensure continuity of
  service at the Center
• The jobholder will manage the NITA-U BPO
  Helpdesk by ensuring at least 90% of logged tickets
• Prepare and pro-actively provide
  information/reports to the operators and NITA-U on the progress of
  outstanding support calls
• Regularly monitor employment statistics and
  usage of the of the BPO center and IAC respectively
• Monitor the utilization of IT Services and
  other utilities at the IAC and BPO Center
• Prepare and provide regular progress reports
  to the ITES/BPO Coordinator/Manager
• Undertake such other work as may be assigned
  which is consistent with the nature of the job and its level of
  responsibility

• The applicant should preferably hold a second
  Class University degree in Computer Science, Information Technology,
  Business Management or any other related field
• One year of relevant working experience in administrative
  and technical support in a busy IT/Business establishment
• Excellent analytical and problem solving
  skills.
• Excellent interpersonal skills
• Be able to work under pressure;
• Willingness to learn and be highly adaptable
  to change.
• Ability to compile reports

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