Job Description
Reports to: Assistant Manager, IT Operations
Accountability (Responsibility)
• Responsible for receiving and logging user requests, incidents and problems affecting all IT services in the company.
• Responsible for initial diagnosis, troubleshooting, fixing issues or escalation incidents and/or problems to 2nd and 3rd level support functions in the company.
• Measure and report IT team performance providing metrics for systems availability, reliability, MTBF, SLA compliance among other IT performance measurements as agreed.
• Identification, recommending, receiving, storing and distribution of desktop equipment and software required by staff to effectively function in an officer environment.
• Maintain, patch, and optimize desktop equipment, office applications and tools.
• Maintain inventory of office equipment (PCs, Printers, laptops, Mobile phones, Telephone extensions, radios, modems) and all other IT devices required for efficient business operations.
• Work with procurement to ensure there is efficient entry and exit (disposal) of IT equipment and peripheral equipment.
• Work with Systems Administrators, Network Administrators, and IT Security staff in patching end-user devices so as to maintain the security and accessibility of end-user solutions.
• Monitor and maintain end-point security in accordance with Security standards set.
• Support end-users in the automation of routine and repetitive tasks automation
Knowledge and Experience
• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering or related degree
• Certified Microsoft professional certification
• Training and certification in hardware and network support
• A minimum of 2 years experience in supporting office automation tools.
• Experience in networking and hardware equipment support & maintenance
• A pleasant personality who is willing and able to listen to and understand user challenges and problems.
• Team player who can work with others in problem-solving.
• Interests in Research and root-cause analysis
• Organization and record-keeping skills
• Reports and performance analysis skills
Key Performance Indicators
• Maintain an up-to-date IT inventory catalog of all hardware and software systems
• Timely closure of incidents and problems reported to IT
• Adherence to SLA and OLA standards
• IT Performance reports generation and circulation within agreed timelines
• Incidents and problems escalated and tracked to satisfactory closure by 2nd and 3rd Level support
• Internal IT Customer satisfaction rating
• Routine and repetitive problem resolution
• Irate customer handling.
• Conflicts resolutions
• Training and knowledge transfer to end users
More Information
- Address Within, Uganda, Kampala, East Africa
