World Vision International

ICT Officer- Customer Support

Job Description

Position: ICT Officer- Customer Support

Reports to: ICT Manager

Location: National Office- Kampala

Purpose of position: Ensure that ICT customers have a stable Information Communication Technology (ICT) infrastructure that meets their current and future ICT requirements in a timely and professional manner

Key Responsibilities

Customer Support:

  • First point of contact and day-to-day technical support to end users.

  • Regular travel to the field offices to offer ICT support

  • Capacity building field ICT point persons on first line ICT support

  • Responds to Level 1 and 2 support requests via multiple sources such as phone, e-mail and remote tools.

  • Logs call data into the service now system.

  • Interacts with clients in a courteous and professional manner.

  • Provides user access service to business applications

  • Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

  • Explains service procedures to clients.

  • Follows up in a timely manner to ensure customer satisfaction

  • Play a central role in organizing and executing scheduled ICT clinics and knowledge transfer sessions both at the head office and field offices

Technical Support:

  • Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.

  • Installs and performs minor repairs to software, and peripheral equipment, following design or installation specifications.

  • Provides on-going support of client technology

  • Coordinates the deployment of new or upgraded images, software and hardware for multiple clients.

  • Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.

  • Follows established procedures for performing configuration changes, updates and upgrades.

  • Provides technical support to meetings that include video conferencing.

  • Diagnoses and resolves client workstation and mobile device hardware and software issues.

  • Provide Level 1 support for all Infrastructure and connectivity challenges.

Security:

  • Adheres to the integrity of controls, regulations and guidelines.

  • Ensure data protection and backup of user data with WVK’s data server.

  • Reviews operation processes to ensure consistent approval and compliance.

  • Makes recommendations and changes as appropriate.

Asset Tracking

  • Manage the inventory of Computer Asset equipment to ensure the timely entry in the inventory database, monitor movement, withdrawal, reporting and reconciliation with Accounting Department records.

Connectivity and productivity tools

  • Work with Internet Access Service Providers to ensure the Service Level Agreements (SLAs) are adhered to and outages are reported and escalated in a timely manner with rebate given for downtimes experienced.

  • Support various productivity tools such as Mobile Phones, PDAs, Blackberrys, WeBex, Skype, WebCams, portable computer accessories

Service Improvement:

  • Tracks performance metrics.

  • Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.

  • Participates in integration and user acceptance testing.

  • Manage the customer satisfaction surveys in conjunction with the Customer Service Lead

  • Analyze and report the recommended improvements resulting from the customer satisfaction survey.

Documentation

  • Creates, modifies and reviews documentation of issues resolutions.

  • Develops and delivers documentation to ensure appropriate end-user support.

  • Develops and documents procedures for performing configuration changes, updates and upgrades.

  • Updates configuration management tools.

  • Promptly and properly escalates unresolved issues, including complete problem descriptions, documentation of all actions performed, and all other pertinent details.

  • Creates and submits documented resolution to Knowledge Base.

  • Updates manuals/guides to incorporate new recommended products.

Knowledge, Skills and Abilities required

  • Bachelor's degree in Information Technology, Computer Science, Computer Engineering or relevant field from a recognized university.

  • At least three year’s working experience in a networking/telecommunications environment

  • ITIL Certification is a MUST for this position plus A+, N+ and MCP certification.

  • Good working knowledge of telecommunications technologies (wireless networks) and Network Architectures for both Local Area Networks and Wide Area Networks

  • Excellent working knowledge of Internet technologies, including: TCP/IP suite of protocols; Internet security; Internet routing; Voice over Internet Protocol)

  • Good working knowledge of Microsoft Windows Operating Systems configuration and administration

  • Good working knowledge of office automation applications (Microsoft Office) and Lotus Notes

  • Excellent communication and inter-personal skills. Must be able to work in a multi-cultural environment

  • Excellent analytical, problem solving and negotiation skills

  • Customer-focused. Must demonstrate a strong willingness to meet the customer’s needs while balancing the organization’s needs and priorities

  • Demonstrates eagerness and aptitude for acquiring necessary technical knowledge, skills and judgment to accomplish a result or to serve a client's needs effectively