2 Fresher Customer Service Jobs – Functional Support Officers – Ministry of Finance, Planning and Economic Development

Organisation: Ministry
of Finance, Planning and Economic Development (MOFPED)
Project Name: The
Third Financial Management and Accountability Programme (FINMAP III)
Duty Station: Kampala,
Reports to: Functional
Support Supervisor
About US:
The Government of Uganda (GOU)
has been implementing Public Service Reform Programmes aimed at improving
efficiency, effectiveness and accountability in delivery of public services.
Some of the reform initiatives included strengthening the human resource
management function by enhancing the establishment and payroll control through
implementation of an Integrated Personnel and Payroll System (IPPS).
The Government of Uganda is
implementing Public Financial Management (PFM) reforms through the Third
Financial Management and Accountability Programme (FINMAP III) with the primary
purpose to strengthen Public Financial Management (PFM) at all levels of
government and ensure efficient, effective and accountable use of public
resources as a basis for improved service delivery. The programme is supported
by Development Partners including DFID, Norway, EU, KFW, and DANIDA. The
overall objective of FINMAP is derived from the GoU PFM reform strategy for the
period from July 2014 to June 2019.
Job Summary: The
Functional Support Officer will be responsible for the administration and
management of the HCM Helpdesk through providing first level support and
logging all issues raised by clients from time to time.
Key Duties and Responsibilities: 
  • Provide
    first level support and log all issues raised by clients with the vendor.
  • Escalate
    any upcoming issues to responsible persons for resolution.
  • Maintain
    log matrix and provide regular reports.
  • Provide
    training and support to the operationalization of different HRM modules.
  • Keenly
    monitor the problem management database and follow up with assigned
    personnel to ensure timely resolution of problems.
  • Prepare
    daily, weekly, and monthly statistics, status reports, and graphical
    reporting aids on the HCM users support issues.
  • Develop
    metrics and templates to evaluate HCM users support issues, response times
    and their solving rates.
  • Provide
    technical support to users in logging their issues.
  • Serve
    as the around-the-clock contact for HCM related support issues.
  • Perform
    any other duties as assigned from time to time.
Key Performance Indicators:
  • Fully
    functioning IPPS Help Desk environment supporting IPPS users.
  • Proper
    documentation and operational manuals for the IPPS Help Desk.
  • Proper
    records of the IPPS incidents register.
  • Training,
    capacity building and knowledge transfer.

Qualifications, Skills and Experience:
  • The
    ideal candidates for the Functional Support Officer should hold an Honours
    Bachelor’s degree in in the fields of Social Sciences, Development
    Studies, Information Communication Technology, Mass Communication, Public
    Relations or a related discipline from a recognized institution.
  • Specialized
    training and qualifications/certification in Customer Care or ITIL
  • At
    least two (2) years’ experience in Help Desk or Customer service or
    related filed.
  • Experience
    in functions related to an IT information System is an added advantage.
  • Knowledge
    of Public Sector procedures Human Resource Management processes.
  • Ability
    to implement and administer a computerized Help Desk incident logging
    system servicing large volume of incident logs.
  • Knowledge
    of computerized systems, applications, procedures and techniques as well
    as hardware and software.
  • Knowledge
    of incidents monitoring system including relevant experience of intranet
    and internet service provision.
  • Knowledge
    of reports writing skills and presentation.
  • Ability
    to work beyond official working hours.
  • Excellent  interpersonal and communication skills.
How to Apply:
All candidates should send
their applications, updated CVs and copies of academic certificates should be
addressed and submitted to the address below. Envelopes should have clear
reference to the job applied for. Send to:
The Programme Coordinator,
The Third Financial Management
and Accountability Programme (FINMAP III),
Ministry of Finance, Planning
& Economic Development Finance Building; 3rd Floor, Room 3.4 Plot 2/12
Apollo Kaggwa Road P 0 Box 8147, Kampala. Uganda.
Email to: finmap@finance.go.ug
Deadline: 7th May 2018 by 5:00pm
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