The Service Desk Analyst (SDA) provides first-level support to over 441 customers and works under the direct supervision of the Information Systems Officer. The SDA is responsible for front-line response to both internal and external customer queries, both in person at the service desk and through remote channels such as telephone, email, chat, and self-service request forms. In addition to IT-related calls, the SDA performs ticket triage and handles resulting incidents and service requests using the incident management and request fulfillment processes in line with ICASS targets and objectives.
IT Customer Service Desk 70%
The SDA is the face of the Information Management section. S/he must listen to the customer to learn their requirements, explain service catalog options, and help them to properly submit service requests. S/he must maintain a professional demeanor, even when dealing with difficult customers. Provides first level support to the customer, perform ticket triage, and handle resulting incidents and Service Requests expeditiously, using the incident management and request fulfillment processes in line with Service Desk targets and objectives. Tracks customer tickets through the lifecycle and across responsible offices to ensure that those requiring action or sign-off from multiple approvers and/or service providers do not get delayed or miss their fulfillment target.
Establishes a dialogue with the customer to elicit information about the problem and provide instructions to the user or escalates to the next level of support. Applies a range of diagnostic tools and techniques, including standard problem resolution scripts or established decision trees, to isolate and identify the source of the trouble as well as determine the procedures to accomplish such corrective actions. Documents problems assigned and corrective actions taken for inclusion in the problem resolution database.
Performs user administration functions such as adding and deleting users, resetting passwords, managing security groups, and assigning user accounts to appropriate directories. Maintains documentation on workstation and network resources including user information, server and workstation configurations, network cabling, and trouble logs. Assists users with office productivity applications and enterprise web applications.
Administrative and Program Management 15%
Designated as Security and Accountability for Everyone (SAFE) Data Manager and is responsible for maintaining and validating the emergency notification system database. Ensures that all official mobile devices have the SAFE mobile client installed and activated at time of issuance and that the customer knows how to use it and respond to emergency and accountability notifications. Works closely with the IRM American Supervisor to receive the relevant information to update the Information Management Office’s sections of the Emergency Action Plan (EAP) via the Post Emergency Guidance and Authoring System (PEGASYS) platform.
Maintains the data quality of Active Directory and validates user and resource information. Validates that user accounts and devices are associated with the correct ICASS agency code. Generates ICASS workload count reports for the IRM section and clears them with the customer agencies. Actively monitors and maintains the IT Asset Management (ITAM) system and coordinates with the Property section so that property transactions submitted by the IM Office are reflected in the system of record. Issues loanable property, including laptops, emergency radios, and mobile devices, and maintains hand receipts. Assists with the annual inventory and ensures that records for property under control of the IM section are properly documented. Updates Post Profiles information at least quarterly.
Training and Knowledge Management 15%
Provides ad-hoc and introductory training to users on the use radios, mobile devices, software and, when necessary, provides refresher training in the use of existing applications programs such as those for word processing and spreadsheets. Provides guidance on the creation of adequate passwords, proper maintenance of email accounts to avoid data overload, and the establishment of folders and files to ensure efficient storage and retrieval of documents.
Meets the training goals set forth in the annual ISC training plans and stays current with mandatory training. Maintains technical skills and proficiency required to perform IT support to the Embassy in Sofia and maintains any required professional certifications.
Maintains and updates Standard Operating Procedure (SOP) documentation and keeps all documentation current; including hardware/software documentation and inventory of equipment in each office.
Agency Benefits:
Locally Employed Staff, including Members of Household (MOHs), and Third-Country Nationals (TCNs), working at the U.S. Mission in Uganda may receive a compensation package that may include health, separation, and other benefits.
For EFMs, benefits should be discussed with the Human Resources Office.
The pay plan is assigned at the time of the conditional offer letter by the HR Office.
Other Information:HIRING PREFERENCE SELECTION PROCESS: Applicants in the following hiring preference categories are extended a hiring preference in the order listed below. Therefore, it is essential that these applicants accurately describe their status on the application. Failure to do so may result in a determination that the applicant is not eligible for a hiring preference.
HIRING PREFERENCE ORDER:
1. AEFM / USEFM who is a preference-eligible U.S. Veteran*
2. AEFM / USEFM
3. FS on LWOP and CS with reemployment rights **
* IMPORTANT: Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”), Letter from Veterans’ Affairs which indicates the present existence of a service-connected disability dated within the past six months, equivalent documentation, or certification. A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the preference to be given.
** This level of preference applies to all Foreign Service employees on LWOP and CS with re-employment rights back to their agency or bureau.
For more information (i.e., what is an EFM, USEFM, AEFM, MOH, etc.?) and for additional employment considerations, please visit the following
