2 Entry Level Help Desk Specialist Job Placements – Makerere University Walter Reed Project (MUWRP)

Organisation: Makerere
University Walter Reed Project (MUWRP)
Duty Station:  Kampala, Uganda
Reports to: Help Desk
Coordinator
Position Number: MUWRP/18/17
About US:
The Makerere University Walter Reed Project (MUWRP) is a non-profit HIV
research program that was established in 2002 as a result of a memorandum of
understanding between Makerere University and The Henry M. Jackson foundation
for Advancement of Military Medicine Inc. of USA (HJF). The primary purpose of
MUWRP is to develop, evaluate and provide interventions to mitigate disease
threats of public health importance to Uganda.
Job Summary: The Help Desk
Specialist will mainly assure users are provided efficient and timely first and
second level support on a 24 hour basis.
Key Duties and
Responsibilities:  
  • Write Standard Operating Procedures for
    Network Management.
  • Oversee maintenance of asset tracking and
    inventory management.
  • Oversees maintenance, installation and
    support of computer software, hardware and peripherals.
  • Provide other related duties as required
    to accomplish the objectives of the position.
  • Ensure proper operation of the computer
    network.
  • Manage regular system start-up and
    shutdown procedures.
  • Establish and maintain user accounts.
  • The incumbent will maintain record of daily
    data communication transactions, problems and remedial action taken, and
    installation activities.
  • Install new software and software patches
    and upgrades specified by Standard Operating Procedures
  • Install new or replacement hardware
    authorized by Standard Operating Procedures
  • Execute a routine system maintenance and
    plan specified by Standard Operating Procedures
  • Provide client support and technical issue
    resolution via E-Mail, phone and other media. Maintains competency and
    enhances professional growth and development through continuing education
    and conferences
  • Serves as the around-the-clock contact for
    all related support issues, providing advanced first level technology
    support.
  • The jobholder will attend seminars and
    reads industry related publications to remain abreast of technology
    advances and aid in the ICT department’s technology planning effort.
  • Demonstrate decision making skills
    concerning Information Systems policies, processes and procedures, with a
    proven track record of completing tasks and/or project within budget and
    on schedule
  • Ability to manage multiple high priority
    initiatives in a fast paced highly technical environment
  • Remains on-call during off-peak hours to
    respond to support service issues.
  • Prepare and submit regular monthly reports
    for the ICT Manager showing functioning of the system, status of program
    development and departmental needs.
  • Maintain an Average Response Time of 1
    hour and Average Resolution Time of 4 hours for all support tickets.
  • Performs other duties and responsibilities
    as assigned by the ICT Manager.
     
Qualifications, Skills and
Experience:
  • The ideal candidate for the Help Desk
    Specialist job opportunity should hold a Bachelor’s degree in ICT with a
    strong IT element in HelpDesk Support. Industry recognized professional
    ICT qualification in Systems Administration; Customer Service and Delivery
    is an added advantage.
  • At least two years of leadership
    experience in not for profit/ research organizations. One year of Industry
    experience in IT Service Level Delivery.
  • Previous experience in a professional
    services environment including information or research provision
How to Apply:
All suitably qualified and interested candidates should download the
application form, download here,
attach it together with application letters, CVs, Photocopies of academic
qualifications and three professional referees. The position number (Check top
of advert) and preferred location should clearly be stated in the application
letter.
Please send applications to:
The HR and Administration Manager,
Makerere University Walter Reed Project,
Plot 42 Nakasero Road.,
P.O. Box 16524 Kampala. Uganda
Deadline: 29th May 2017
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