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ICT Service Analysts (Independent Contractor) job at Makerere University Walter Reed Project (MUWRP) | Apply Now
Are you looking for Information Technology jobs in Uganda 2024 today?, then you might be interested in ICT Service Analysts (Independent Contractor) job at Makerere University Walter Reed Project (MUWRP)
Uganda
Full Time
About the Organisation
MUWRP is committed to actively engaging communities at various stages of the research process, from trial protocol development, through implementation, to dissemination of research findings. Scientists are encouraged to participate in engagement activities with the public both inside and outside the research community. Sharing our research work is a crucial part of the MUWRP pillars. MUWRP ensures the community members are informed of the research protocols taking place in their communities.
Job Title
ICT Service Analysts (Independent Contractor) job at Makerere University Walter Reed Project (MUWRP)
Job Description
Makerere University Walter Reed Project (MUWRP) is a non- profit biomedical research organization, whose mission is to mitigate disease threats through quality research, health care and disease surveillance. MUWRP was established in 2002 by a Memorandum of Agreement between The Henry M. Jackson Foundation for the Advancement of Military Medicine, Inc. (HJF) and Makerere University (Mak) to undertake medical research to test HIV vaccines. Over the years, MUWRP's portfolio has progressively expanded to include vaccine research for Ebola and Marburg viruses, Emerging Infectious Diseases Program (EDP) for surveillance of influenza and influenza-like viruses and other emerging infections in humans and animals; also, a PEPPAR funded program in HIV treatment, care and prevention in the districts of Kayunga, Mukono, Buvuma and Buikwe. Additionally. MUWRP in collaboration with local and international partners is implementing The Joint Mobile Emerging Disease Intervention Clinical Capability (JMEDICC) program in Uganda whose purpose is to conduct FDA regulated clinical trials of therapeutics or diagnostics during an outbreak event of high consequence pathogens specifically filoviruses. MUWRP seeks to fill the following position.
Duties and Responsibilities
Act as a single point of contact for phone calls and emails from staff regarding ICT issues and queries.
Receiving, logging, and managing calls from internal staff communication.
Oversee maintenance of asset tracking and inventory management.
Oversee installation, maintenance of, and support of Computer software, hardware and peripherals as standard operating procedures.
Analyse and troubleshoot basic issues on cable and wireless networks.
Escalate unresolved calls to the infrastructure or application support team.
Maintain highest degree customer service for all support queries adhering to all service management principles.
Provide in-house training to end users in MS Office, teleconferencing, presentations, and any other applications.
Provide stats for the weekly Service desk report on call trends.
Publishing support documentation to assist staff with requests for information and provide training if required.
Maintain reliable daily records of data communication transactions, problems, remedial action taken, and installation activities in the onsite system.
Attend seminars and reads industry related publications to remain abreast of advances in technology and aid in the ICT Department’s technology planning effort.
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.
First and second line support to analyse and troubleshoot ICT software and hardware problems.
Oversight of outsourced ICT services
Responsible for identity and access management through active directory.
Maintain an average response time of 1 hour and average resolution time of 4 hours for all support tickets.
Provide statistics on call trends for the weekly service report.
Prepare regular monthly reports for the ICT Manager or designee showing functioning of systems, status of program development and departmental needs.
Perform other duties and responsibilities as assigned by the ICT Manager or designee.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications and Competencies
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 Technical Support or Call Centre experience in multi-site Not for profit/ research organizations
Demonstrate decision making skills concerning Information Systems and Policies, Processes and procedures with a proven track record of completing tasks and or/ projects within budget and on schedule.
Working conditions
Strong work ethic and the ability to work extended hours when required
May be required to be available for appropriate duties such as reviewing cases, attending meetings or training sessions outside normal working hours or during weekends
Candidate will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
Physical ability:
Must have the ability to travel throughout Uganda.
How to Apply
APPLICATIONS FOR THIS POSITION MUST BE ONLINE
Click the "Apply Button" Below to submit your Application
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