2 Fresher Customer Service Jobs – Functional Support Officers – Ministry of Finance, Planning and Economic Development
Job Title: Functional Support Officer (2 Job Placements)
Organisation: Ministry of Finance, Planning and Economic Development (MOFPED)
Project Name: The Third Financial Management and Accountability Programme (FINMAP III)
Duty Station: Kampala, Uganda
Reports to: Functional Support Supervisor
About US:
The Government of Uganda (GOU) has been implementing Public Service Reform Programmes aimed at improving efficiency, effectiveness and accountability in delivery of public services. Some of the reform initiatives included strengthening the human resource management function by enhancing the establishment and payroll control through implementation of an Integrated Personnel and Payroll System (IPPS).
The Government of Uganda is implementing Public Financial Management (PFM) reforms through the Third Financial Management and Accountability Programme (FINMAP III) with the primary purpose to strengthen Public Financial Management (PFM) at all levels of government and ensure efficient, effective and accountable use of public resources as a basis for improved service delivery. The programme is supported by Development Partners including DFID, Norway, EU, KFW, and DANIDA. The overall objective of FINMAP is derived from the GoU PFM reform strategy for the period from July 2014 to June 2019.
Job Summary: The Functional Support Officer will be responsible for the administration and management of the HCM Helpdesk through providing first level support and logging all issues raised by clients from time to time.
Key Duties and Responsibilities:
- Provide first level support and log all issues raised by clients with the vendor.
- Escalate any upcoming issues to responsible persons for resolution.
- Maintain log matrix and provide regular reports.
- Provide training and support to the operationalization of different HRM modules.
- Keenly monitor the problem management database and follow up with assigned personnel to ensure timely resolution of problems.
- Prepare daily, weekly, and monthly statistics, status reports, and graphical reporting aids on the HCM users support issues.
- Develop metrics and templates to evaluate HCM users support issues, response times and their solving rates.
- Provide technical support to users in logging their issues.
- Serve as the around-the-clock contact for HCM related support issues.
- Perform any other duties as assigned from time to time.
Key Performance Indicators:
- Fully functioning IPPS Help Desk environment supporting IPPS users.
- Proper documentation and operational manuals for the IPPS Help Desk.
- Proper records of the IPPS incidents register.
- Training, capacity building and knowledge transfer.
Qualifications, Skills and Experience:
- The ideal candidates for the Functional Support Officer should hold an Honours Bachelor’s degree in in the fields of Social Sciences, Development Studies, Information Communication Technology, Mass Communication, Public Relations or a related discipline from a recognized institution.
- Specialized training and qualifications/certification in Customer Care or ITIL Services.
- At least two (2) years’ experience in Help Desk or Customer service or related filed.
- Experience in functions related to an IT information System is an added advantage.
- Knowledge of Public Sector procedures Human Resource Management processes.
- Ability to implement and administer a computerized Help Desk incident logging system servicing large volume of incident logs.
- Knowledge of computerized systems, applications, procedures and techniques as well as hardware and software.
- Knowledge of incidents monitoring system including relevant experience of intranet and internet service provision.
- Knowledge of reports writing skills and presentation.
- Ability to work beyond official working hours.
- Excellent interpersonal and communication skills.
How to Apply:
All candidates should send their applications, updated CVs and copies of academic certificates should be addressed and submitted to the address below. Envelopes should have clear reference to the job applied for. Send to:
The Programme Coordinator,
The Third Financial Management and Accountability Programme (FINMAP III),
Ministry of Finance, Planning & Economic Development Finance Building; 3rd Floor, Room 3.4 Plot 2/12 Apollo Kaggwa Road P 0 Box 8147, Kampala. Uganda.
Email to: finmap@finance.go.ug
Deadline: 7th May 2018 by 5:00pm
: List of Current Job Vacancies / Opportunities in Uganda