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