ICT Officer- Customer Support
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
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
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.
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.
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
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.
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