Position: ICT Service Analyst

Position Location: Nakasero with possibility of Transfer to Mukono/Kayunga

Position Summary: The candidates will serve as ICT Service Analysts for Makerere University Walter Reed Project and will provide first and second line technical support to internal staff and oversight of outsourced ICT services.

Required Roles and Responsibilities.

  1. Act as a single point of contact for phone calls and emails from staff regarding ICT issues and queries.
  2. Receiving, logging, and managing calls from internal staff communication.
  3. Oversee maintenance of asset tracking and inventory management.
  4. Oversee installation, maintenance of, and support of Computer software, hardware and peripherals as standard operating procedures.
  5. Analyse and troubleshoot basic issues on cable and wireless networks.
  6. Escalate unresolved calls to the infrastructure or application support team.
  7. Maintain highest degree customer service for all support queries adhering to all service management principles.
  8. Provide in-house training to end users in MS Office, teleconferencing, presentations, and any other applications.
  9. Provide stats for the weekly Service desk report on call trends.
  10. Publishing support documentation to assist staff with requests for information and provide training if required.
  11. Maintain reliable daily records of data communication transactions, problems, remedial action taken, and installation activities in the onsite system.
  12. Attend seminars and reads industry related publications to remain abreast of advances in technology and aid in the ICT Department’s technology planning effort.
  13. Manage multiple high priority initiatives in a fast paced highly technical environment.
  14. Remains on-call during off-peak hours to respond to support service issues.
  15. First and second line support to analyse and troubleshoot ICT software and hardware problems.
  16. Oversight of outsourced ICT services
  17. Responsible for identity and access management through active directory.
  18. Maintain an average response time of 1 hour and average resolution time of 4 hours for all support tickets.
  19. Provide statistics on call trends for the weekly service report.
  20. Prepare regular monthly reports for the ICT Manager or designee showing functioning of systems, status of program development and departmental needs.
  21. Perform other duties and responsibilities as assigned by the ICT Manager or designee.

Required Education, skills and Knowledge

  1. A Bachelor’s degree with a strong IT element in Service Desk Support or ITSM.
  2. Industry recognized professional ICT qualification in ITIL, Microsoft Systems Administration; Customer Service and Delivery.
  3. At least 2 Years of Technical Support or Call Centre experience in multi-site Not for profit/ research organizations
  4. Demonstrate decision making skills concerning Information Systems and Policies, Processes and procedures with a proven track record of completing tasks and or/ projects within budget and on schedule.

Working conditions

  1. Strong work ethic and the ability to work extended hours when required
  2. May be required to be available for appropriate duties such as reviewing cases, attending meetings or training sessions outside normal working hours or during weekends
  3. Candidate will be a self-motivated achiever who gains satisfaction from providing excellent customer service.

Physical ability:

  • Must have the ability to travel throughout Uganda.

Supervisory controls: The candidates will report directly to the HelpDesk Coordinator.