DEADLINE: 15/08/2024
IT Service Desk Officer
Full-time
The IT Service Desk Officer will manage the activities of the ICT Shared Services Desk, providing first-level support across the ICT Shared Services streams. Focus on end-user support, including logging, resolving, escalating, and following up on reported incidents or service requests. The ICT Service Desk Officer ensures effective delivery of support services within established SLAs.
Key Responsibilities:
- ICT Shared Services Desk Management:
- Manage, coordinate, and improve the ICT Shared Services Desk.
- Implement support systems, processes, and services to promote end-user support and optimize ICT resources.
- Proactively assess end-user support and training needs, translating them into service improvement initiatives.
- Incident and Service Management:
- Ensure optimal incident, problem, and service management to enhance end-user environment performance.
- Assign incidents or service tickets within the ICT Shared Services Desk team or escalate to other ICT departments as needed.
- Diagnose and resolve users’ technical issues effectively and efficiently.
- Propose innovative processes to refine Service Desk management.
- Problem Classification and Resolution:
- Classify and prioritize problems, document their causes, and implement remedies and preventive measures.
- Monitor and respond quickly to requests received through the ICT Shared Services Desk.
- Ensure proper escalation of unresolved queries to the next level of support.
- Track, route, and redirect problems to the correct resources.
- Customer Service and Feedback:
- Follow up with customers, provide feedback, and see problems through to resolution.
- Ensure proper recording, documentation, and closure of incidents.
- Proactively identify and address problems resulting from new developments or changes in technology.
- Seek and report user community feedback on service quality and advise the Head of ICT on strategic directions.
- Team Coordination:
- Maintain and coordinate IT support and end-user support teams across service delivery locations.
- Oversee the maintenance of the ICT Shared Services Desk incident/resolution system, providing regular statistics to the Head of ICT.
- Track and monitor service level agreements (SLAs), KPIs, and other service parameters to monitor ICT service performance.
- Reporting and Documentation:
- Generate daily, weekly, and monthly reports on ICT KPIs, incidents, call trends, and service availability.
- Monitor the aging of incidents/problems and ensure timely resolution.
Minimum Qualification Requirements:
- A University degree or equivalent in Computer Science, Software Engineering, Information Technology, Business Computing, or a related field. ITIL Foundation Certification in IT Service Management is required, or relevant technical education complemented by relevant experience.
Related Minimum Experience:
- At least 3 years of experience in end-user support under ICT operations support or within a call-center environment.
Send CV to [email protected] by 15th August 2024.
About MOVIT Uganda
Industry: IT
Location: Kampala, Uganda
Movit Products is Uganda’s leading personal care company manufacturing a range of beauty and personal care brands. The Company boast of over 7 brands which include Movit with hair care, body care and baby care products, Radiant with hair care and body care products, Tropical Essence with hair care and Body Care products, Skin Guard with Anti-bacterial body care products, Baby Junior with baby care products and Pine and Nan with guest amenities. At the forefront of MPL is its mission: “to enhance everyday living” which is hinged on the company’s belief in an all-encompassing heritage of beauty and family across the globe. This has seen its consistent manufacturing of quality Hair, body and baby care products since 1999.
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