Organization: Makerere University Walter Reed Project (MUWRP)
Duty Station: Mukono, Uganda
Reports to: Service Desk Coordinator
Position Number: MUWRP/12/14/21
Makerere University Walter Reed Project Profile:
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, surveillance of influenza and influenza- like viruses and other emerging infections in humans and animals; also epidemiological, basic and implementation research in HIV treatment, care and prevention programs in the Districts of Kayunga, Mukono, Buvuma and Buikwe.
Roles and responsibilities:
Act as a point of contact for phone calls and emails from staff and partners regarding ICT issues and Queries
Act as 1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware, such as Phones, Tablets, Laptops, PCs and Printers.
Receiving, logging and managing calls from internal staff via telephone and email
Oversee maintenance of asset tracking and inventory management.
Oversees maintenance, installation and support of computer software, hardware and peripherals as Standard Operating Procedures.
Provide stats for the weekly Service Desk report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if required
Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities in the onsite helpdesk system.
Manage Identity and Access Management through Active Directory.
Troubleshoot basic issues on cable and wireless networks.
Escalate unresolved calls to the infrastructure or application support team.
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic in-house training to end users in MS Office, teleconferencing, presentations and other applications used.
Provide stats for the weekly Service Desk report on call trends.
Publishing support documentation to assist staff with requests for information & provide staff training if required.
Minimum Qualifications for MUWRP Jobs 2022
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 Service Desk Technical Support or Call Centre experience in multi-site Not for profit/ research organizations
Physical Availability: Resident in Mukono with travels to supported MUWRP branch and partner sites in Kampala, Kayunga, Mukono, Kabarole
How To Apply for MUWRP Jobs 2022
All interested and suitably qualified applicants should submit their applications through the link below.
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