Responsible for first-line support for ICT systems to achieve Service Level objectives within Systems Performance standards.
Key responsibilities
1. Provide first-line technical support; answering and fixing queries via phone, email and feedback management system;
2. Offer excellent staff support for all ICT related queries and adhere to all service management standards;
3. Proactively handle issues reported on the feedback management system and ensure that all calls are logged on the service desk;
4. Support users in the setup and use of computer equipment;
5. To allocate more complex calls to the relevant ICT technical support levels;
6. In liaison with other ICT staff, arrange for external support where problems cannot be resolved in-house;
7. Ensure documentation is maintained and filling is properly managed;
8. Participate in the Graduate Trainee Program’s scheduled training sessions;
9. Perform any other duties assigned by management from time-to-time.
Knowledge and experience
• Must have graduated in 2023 and 2024 with a minimum of 2nd Class Lower Bachelors Degree in ICT, Computer Science or a relevant field.
• Must have obtain 13 points and above at A level
• Must have a C3 in English and a C3 in Maths at O level
• Additional certifications in Networks, Systems or other relevant areas is an added advantage.
Required Competencies
• Good interpersonal skills
• Team player
• Customer centric
• Good communication skills (including oral, written and phone etiquette)
• Self driven i.e. ability to follow through ICT queries to closure.
• Ability to work under pressure.
Job application procedure
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More Information
- Address Kampala, Uganda, East Africa
