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IT Support Officer Jobs - National Information Technology Authority-Uganda (NITA-U)

Job Title:          IT Support Officer
Organisation: National Information Technology Authority-Uganda (NITA-U)
Duty Station: Kampala, Uganda
Reports to: Application Solutions Manager

About US:
The National Information Technology Authority-Uganda (NITA-U) was established as a statutory body under the National Information Technology Authority, Uganda Act, 2009 as one of the key players in the Information and Communications Technology Sector. Its mandated is to coordinate, promote and monitor IT development within the context of national social and economic development, with a vision as “a facilitator of a knowledge-based, globally competitive Uganda where social transformation and economic development is supported through IT enabled services.”

Job Summary: The IT Support Officer will provide support in ensuring the receipt, appropriate escalation and resolution of IT related to online services, hardware, software and network issues affecting NITA-U customers. The jobholder will also manage the provision of hands-on technical support on all IT related issues (hardware, software and network related) to internal and external customers of NITA-U.

Key Duties and Responsibilities:  
  • Provide general first level technical support to end users in NITA-U and all NITA-U’s customers.
  • The jobholder will man the helpdesk and respond to all helpdesk calls.
  • Render support in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database.
  • Assist in providing first-level phone, email and remote support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
  • Escalate to all Tier 2 support teams within OLA and SLA timelines.
  • The incumbent will escalate all enterprise solutions-related issues to the Enterprise Solutions Support.
  • Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
  • Provide continuous user application and system support to the call centre and other relevant IT units.
  • Communicate resolution of faults to end-users/ request initiators.
  • Ensure security of all internal workstations through proper installation and regular updates of an effective anti-virus program on every workstation.
  • Implement/comply with pre-defined NITA-U and service desk management policies and procedures.
  • Render support in administering internal customer satisfaction surveys to obtain feedback on helpdesk efficiency (where necessary).
  • Work closely with relevant unit/ team/function in carrying out all relevant activities. This will involve monitoring of the Operational Level Agreements
  • Prepare/compile agreed periodic activity and performance reports for the attention of the Applications solutions manager.
  • Perform any other duties as assigned by the Applications solutions manager.

Qualifications, Skills and Experience:
  • The ideal candidate for the NITA-U IT Support Officer job placement should hold a Bachelor’s Degree in Computer Science, Information Systems, Information Technology, Software Engineering, or similar field;
  • Professional certification in ITIL is mandatory;
  • Other certifications such as MCSE, MCSA, CCNA, etc., will be an added advantage.
  • At least three years’ work experience in providing first level technical support in a large enterprise environment.
  • At least two years’ experience working in an IT Service Desk with experience in service management, incident management and request fulfilment.
  • Demonstrated first line technical skills
  • Demonstrated ability to work on own initiative as well as in a team
  • Capacity to establish credibility, and trust and partnership.
  • Analytical and problem –solving skills.
  • Good interpersonal skills
  • Excellent communication and report writing skills.
  • Have impeccable level of integrity and honesty

How to Apply:
All candidates who meet the job requirements/specifications and with the right personal attributes are invited to complete and submit their application form, download here, with a cover letter, supported by curriculum vitae, copies of certificates and testimonials, and must specify day time telephone contact, postal and email addresses of both the applicant and three referees, to the address below.

The Executive Director,
National Information Technology
Authority – UGANDA (NITA-U),
Palm Courts, Plot 7A, Rotary Avenue (former Lugogo bypass)
P.O. Box 33151, Kampala-Uganda

Or via email: hr@nita.go.ug (application must not exceed 10MBs)

Applicants must also submit with their application verifiable evidence supporting previous relevant appointments such as appointment letters and employment contracts.

Deadline: 21st August 2017

For more of the latest jobs, please visit http://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

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