Job Summary:
The Officer Help Desk will provide operational and technical support to users of IT services through I.T help desk to facilitate usage and availability of IT services in the organization

Key Duties and Responsibilities:
Attend to user needs routed through the IT help desk to streamline provision of IT support through a single point of contact.
· Receive requests/incidents from users of IT services and provide first level support or escalate the complex cases to second level support.
· Assess and analyze reoccurring incidents and escalate to second level support to ensure that the root cause is identified
· Provide hands on support to staff on how to use some applications on the computers
· Follow up on reported incidents/requests up to their resolution and closure and provide feedback to the user
· Track receipt and exit of IT assets deposited for repair at the IT help desk and update the user on the progress of the repairs
· Create user and mail accounts, and IP phone codes to new staff
· Advise the external clients on the procedures of maintaining their machines and provide them with VPN rights to access the organization systems
· Monitor and update the functionality of the Help Desk tool and communicate the changes to the line supervisor
· Prepare the daily IT service availability status reports and submit to the line supervisor for review and further administration
Provide technical support to users of IT service in order to improve user efficiency and effectiveness of IT systems.
· Liaise with the station heads to identify any IT needs and problems and provide the required support
· Monitor the network status in the assigned stations and ensure that all applications are running and report any network problems promptly
· Provide hands on support to staff on how to use applications on the computers
· Sensitize and train staff on how to maintain IT equipment in a good working condition
· Carry out installations of printers, scanners and all the applications (OS, java, Microsoft office) and set proxy settings for email and intranet
· Create codes for the biometric machines to allow access for staff in to the organization premises

Qualifications, Skills and Experience:
· The applicants for the Uganda Revenue Authority (URA) Officer Help Desk job opportunities should hold a Degree in any Information Technology related field.
· Training in customer relationship management
· ITIL Certification.
· Microsoft certifications or related fields.
· Two years’ experience in a busy IT environment
· Knowledge of ICT policy, National IT Act, Information Technology services management frameworks and Information Communication Policy
· The incumbent should be a good team player with strong analytical and problem-solving skills.
· S/he must be flexible, assertive, with good customer care and communication skills

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