Job Title: ICT Service Analyst – MUWRP Jobs 2021
Organization: Makerere University Walter Reed Project (MUWRP)
Duty Station: MUWRP/12/14/21
Reports to: Service Desk Coordinator
Makerere University Walter Reed Project Profile:
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. Activities include; vaccine development and building of vaccine testing capability in Uganda, conducting of epidemiological and basic research and provision of HIV Treatment, care and support in Kayunga, Mukono and Buvuma districts.
Roles and responsibilities:
- Act as a point of contact for phone calls and emails from staff and partners regarding ICT issues and Queries
- Act as 1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware, such as Phones, Tablets, Laptops, PCs and Printers.
- Receiving, logging and managing calls from internal staff via telephone and email
- Oversee maintenance of asset tracking and inventory management.
- Oversees maintenance, installation and support of computer software, hardware and peripherals as Standard Operating Procedures.
- Provide stats for the weekly Service Desk report on call trends
- Publishing support documentation to assist staff with requests for information & provide staff training if required
- Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities in the onsite helpdesk system.
- Manage Identity and Access Management through Active Directory.
- Troubleshoot basic issues on cable and wireless networks.
- Escalate unresolved calls to the infrastructure or application support team.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Provide basic in-house training to end users in MS Office, teleconferencing, presentations and other applications used.
- Provide stats for the weekly Service Desk report on call trends.
- Publishing support documentation to assist staff with requests for information & provide staff training if required.
Minimum Qualifications for MUWRP Jobs 2021
- A Bachelor’s degree with a strong IT element in Service Desk Support or ITSM.
- Industry recognized professional ICT qualification in ITIL, Microsoft Systems Administration; Customer Service and Delivery.
- At least 2 Years of Service Desk Technical Support or Call Centre experience in multi-site Not for profit/ research organizations
Physical Availability:
- Resident in Mukono with travels to supported MUWRP branch and partner sites in Kampala, Kayunga, Mukono, Kabarole
How To Apply for MUWRP Jobs 2021
All interested and suitably qualified applicants should submit their applications through the link below.
Closing Date: 14th January 2022
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