Makerere University Walter Reed Project ICT Service Analyst Jobs in Uganda

Makerere University Walter Reed Project ICT Service Analyst Jobs in Uganda


Roles and Responsibilities:

  • Act as a point of contact for phone calls and emails from staff and partners regarding ICT issues and Queries

  • Act as 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Phones, Tablets, Laptops, PCs and Printers.

  • Receiving, logging and managing calls from internal staff via telephone and email

  • Oversee maintenance of asset tracking and inventory management.

  • Oversees maintenance, installation and support of computer software, hardware and peripherals as Standard Operating Procedures.

  • Provide stats for the weekly Service Desk report on call trends

  • Publishing support documentation to assist staff with requests for information & provide staff training if required

  • Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities in the onsite helpdesk system.

  • Manage Identity and Access Management through Active Directory.

  • Troubleshoot basic issues on cable and wireless networks.

  • Escalate unresolved calls to the infrastructure or application support team.

  • Maintain a high degree of customer service for all support queries and adhere to all service management principles

  • Provide basic in-house
    training to end users in MS Office, teleconferencing, presentations and other applications used.

  • Provide stats for the weekly Service Desk report on call trends.

  • Publishing support documentation to assist staff with requests for information & provide staff training if required.

    Required qualifications, skills and Experience:

  • A Bachelor’s degree with a strong IT element in Service Desk Support or ITSM.

  • Industry recognized professional ICT qualification in ITIL, Microsoft Systems Administration; Customer Service and Delivery.

  • At least 2 Years of Service Desk Technical Support or Call Centre experience in multi-site Not for profit/ research organizations.

    How to Apply

  • For more information and job application details, see; Makerere University Walter Reed Project ICT Service Analyst Jobs in Uganda


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