Information Technology Department,Uganda.IT Service Delivery Analyst

Key Responsibilities

• First Point of Contact: Act as the initial point of contact for users seeking technical assistance and support through various communication channels such as phone calls, emails, or ticketing systems.

• Software and Hardware Asset Management: 

• Stakeholder Management: Manage relationships with internal and external stakeholders, schedule periodic engagements, and follow-up with issues raised in the engagements to ensure that they are resolved.

• Change Management and Coordination: 

• Service Request Fulfillment and Incident Logging and Management: Fulfill service requests submitted by users, including software installations, account creations, password resets, and hardware provisioning, ensuring adherence to defined processes and SLAs. Log all reported incidents accurately and promptly into the IT service management system, ensuring detailed documentation of user issues and requests. Escalate unresolved or complex incidents to appropriate support teams, higher-level technicians, or management for further investigation and resolution, maintaining communication with users throughout the escalation process.

• User Communication and Support: Provide clear and effective communication to users regarding incident status, progress updates, and resolution steps, ensuring transparency and managing user expectations.

• Knowledge Management: Contribute to the creation and maintenance of the IT knowledge base by documenting resolutions, troubleshooting steps, and best practices to facilitate self-service and knowledge sharing among support teams.

• User Training and Education: Provide user training, guidance, and self-help resources to empower users to resolve common technical issues independently and enhance their digital literacy.

• User Access Management: Manage user access to applications, including provisioning, and de-provisioning. And access rights management, adhering to security policies.

• System Performance Monitoring: Participate in the overall performance monitoring of systems, through monitoring tools, alerts, and monitoring screens.