Service Desk Analyst job at U.S. Mission

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 (4 weeks) following receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Supervisory Position: No

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:
• Fluent Working Knowledge; speaking/writing/reading English is required. Good working knowledge written and spoken of either Luganda, Swahili, Acholi or Dinka 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.

Job application procedure
Interested and Qualified? Click here to apply

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