US Embassy in Kampala Jobs - Service Desk Analyst Vacancies

Summary

The U.S. Mission in Uganda is seeking eligible and qualified applicants for the position of Service Desk Analyst

The Work Schedule for this Position is:

• Full Time, 40 hours per week

Start date

Candidate must be able to begin working within a reasonable period of time following receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Duties

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.

Qualifications and Evaluations

Education

Completion of secondary school (O and A Level) is required.

Requirements

Experience

Two years prior experience in the management and use of information systems including IT call center /customer service experience is required.

Job Knowledge

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.

Evaluations: (This may be tested)

Language

Level

IV English ability (Fluent) reading/writing/speaking is required.

Skills and Abilities

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.

Qualifications

All applicants under consideration will be required to pass medical and security certifications.

Equal Employment Opportunity (EEO):

The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

How to Apply

For more information and job application details, see; US Embassy in Kampala Jobs - Service Desk Analyst Vacancies

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