Service Desk Agent Job Vacancy at Wipro in Uganda

Job Title: Service Desk Agent
About this job

Our client Wipro focuses on the IT services & BPO business, and is one of the world's leading software and outsourcing service providers. Wipro is seeking to recruit a result driven and motivated individual for the vacancy above:

Duties and Responsibilities:

    All incidents which are getting logged at Service Desk should be responded within 15 minutes
    All Incidents which are getting logged with MTN IT Shared Services should prioratised properly with proper Impact and Urgency and the same should assign to correct resolver groups.
    All FLR category calls for Uganda and Zambia to be addressed by Service Desk within the given time lines. Target is 80% of the incidents to be closed out of overall eligible calls.
    All E mails which are coming for Incident logging to be logged within 15 minutes and assign it to correct resolver groups. You should revert to user with the reference no in already defined templates.
    Service Desk should intimate support staffs about the calls which are going to violate. Ensure 0% unwanted resolution violations for all the support types.
    All Service Desk staff should be available in SIP all the time except any unavoidable issues like you are working on reports, or in meetings etc. You have to take approval from Service Desk Manager or Service Desk lead to log off from SIP. Please ensure that all calls are getting answered within 5 seconds. All calls which are coming in SIP should be converted as Remedy/E helpline incident and track it till the closure.
    You should be customer oriented while handling any customer complaints. This should reflect in TCSAT feedback from end users (Target should be >90% good or excellent feedbacks)_
    Ensure that Service Desk is having 0 Pending calls which are greater than 1 day.
    If you are giving end to end resolution to end users, ensure that end user is satisfied with the solution what you given. A single incident should not be re-opened by end users.
    Ensure that you are punctual with adherence of your shift timings and break timings. You should be adjustable to handle all the shifts and operational requirements.
    There should not be a single unplanned leaves. If you want any leave plan it and discuss with Service Desk Manager/Service Desk Lead and ensure that you have enough approval available.
    There should not be any escalations about you on end user handling/incident handling etc.
    All the agreed reports to be flashed on time to the defined stake holders before the time lines.
    Need to act as a SD SPOC wherever required and should take the ownership by your own for all the SD related requirements.
    All Major Incidents to be intimated to Major Incident Manager on Immediate basis. All MI Notification to be send to SEA SS Alerts within 15 minutes of Major Incident Raised. All MI Updates you have to gather from MI Manager and send the periodic updates also.
    All planned and unplanned outages to be notified to defined end users on time. You have to take approval from Service Desk Manager /Service Desk analyst before flashing the communication.

Qualifications:

    Bachelors in Information technology, computer Science or a related field
    2 years work experience.
    Effective communication and interpersonal skills
    Willingness to learn and work in teams.


How to Apply:

Please follow the instructions as stated below as failure to do so could lead to disqualification.

1. Send an Application letter and CV/Resume.

2. Merge these two documents into one document in either word or pdf format.

3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.

4. Include the job title and/or reference number in the subject line of the email address   and send your application by email to wiprojobs@nftconsult.com

5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.


Deadline: 31st Aug 2012

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Consumer Affairs Manager Job at Uganda Communications Commission in Uganda

Job Title:  MANAGER CONSUMER AFFAIRS

Reports to: Head Competition and Consumer Affairs

Job role: Develop and implement strategies aimed at empowering and protecting consumers in line with Commission objectives.



Key Result Areas

a. Review and implement a framework to empower and protect consumers;

b. Develop and implement a standard consumer complaints reporting and resolution mechanism/system that will be used for:

(i) Logging and routing of complaints received;

(ii) Monitoring and evaluating complaints and actions thereafter; and

(iii) Monitoring and evaluating feedback to customers;

c. Receive, handle and resolve consumer’s complaints and disputes by taking the appropriate action;

d. Enlighten consumers on the procedures of channeling complaints and refer unresolved consumer grievances to designated departments or service providers for further investigation and follow up on the resolutions;

e. Plan and execute outreach programmes to enhance consumer awareness to the public;

f. Initiate and establish collaboration with consumer associations in the implementation of consumer related activities;

g. Monitor compliance by service providers on customer care issues such as consumer contracts and Service Level Agreements;

h. Examine and test consumer systems of operators;

i. Coordinate consumer related functions of the UCC Regional Offices

j. Carry out consumer satisfaction surveys and produce reports for publication; and

k. Monitor performance of the consumer affairs unit and produce consumer service performance reports based on standardized reporting formats namely monthly, quarterly, bi-annually and annually.



Qualifications

· A Bachelors’ degree in Marketing or any relevant field; and

· A Masters degree in Marketing or any relevant field.



Key Skills and Experience

· At least five (5) years experience in handling consumer centric or marketing activities in a large organization, three (3) of which should be at managerial level;

· Strong written and verbal communication skills and ability to establish rapport with consumers;

· Track record of listening and responding to customers’ needs and concerns with ability to anticipate and exceed consumer expectations;

· Hands-on experience in problem-solving and a proven ability to quickly determine answers or solutions; and

· Excellent computer skills and knowledge.


How to Apply:
Interested candidates should submit applications indicating their telephone and e-mail addresses accompanied with the following documents:

1. Detailed Curriculum Vitae (CV) indicating two professional and one character referees. Members of Uganda Communications Commission shall not be accepted as referees.


2. Copies of certificates, testimonials, cited in the CV.


Applications should be submitted to the following address NOT LATER THAN 5.00 pm on 7th September 2012 to:


The Director, Human Resource and Administration,

Uganda Communications Commission,

2nd Floor, UCC House

Plot 42-44 Spring Road, Bugolobi,

P. O. Box 7376,

KAMPALA


Only short listed applicants will be notified. Any form of canvassing will automatically lead to disqualification of a candidate.

Deadline: 7th Sept 2012

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Payroll Officer Job Vacancy at Uganda Communications Commission in Uganda

Job Title: PAYROLL OFFICER

Reports to: Specialist /Human Resources

Job role: To manage the payroll system based on departmental guidelines.



Key Result Areas

a. Manage the Commission payroll in line with the set financial standards;

b. Prepare pay roll and circulation of pay slips by using HURIS system or related software;

c. Payroll reconciliation on a monthly basis to General ledger and other key accounts;

d. Obtain payroll entries from the HR Office before the 15th of every month;

e. Review supporting documents for processing any  Human Resources payment  through the payroll;

f. Process payment of employee remuneration, incentive and other accrued claims and allowances in line with the provisions in place;

g. To handle staff loans and monthly recovery by collecting the relevant documents and recover on pay roll;

h. Prepare and remit PAYE and NSSF returns and collect receipts after remitting the returns;

i. Prepare for HR external and internal audits; and

j. Maintain UCC payroll and all staff related payments, determine statutory and other deductions (salary advances, NSSF, PAYE). Liaise with the respective statutory bodies, prepare and make statutory returns within relevant deadlines.



Qualifications

· A Bachelors degree (Finance and Accounts); and

· Professional qualification (ACCA, CPA).



Key Skills and Experience

· Two (2) years experience in payroll preparation and monitoring;

· Excellent oral and written communication skills;

· Analytical and  problem –solving  skills;

· Strong interpersonal skills;

· Ability to meet tight deadlines; and

· Ability to work in a team.



How to Apply:
Interested candidates should submit applications indicating their telephone and e-mail addresses accompanied with the following documents:

1. Detailed Curriculum Vitae (CV) indicating two professional and one character referees. Members of Uganda Communications Commission shall not be accepted as referees.


2. Copies of certificates, testimonials, cited in the CV.


Applications should be submitted to the following address NOT LATER THAN 5.00 pm on 7th September 2012 to:


The Director, Human Resource and Administration,

Uganda Communications Commission,

2nd Floor, UCC House

Plot 42-44 Spring Road, Bugolobi,

P. O. Box 7376,

KAMPALA


Only short listed applicants will be notified. Any form of canvassing will automatically lead to disqualification of a candidate.

Deadline: 7th Sept 2012

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Learning Specialist Jobs Vacancy at Uganda Communications Commission in Uganda

 Job Title: LEARNING AND DEVELOPMENT SPECIALIST

Reports to: Manager Human Resources

Job role: To implement the Commission Human Resource policies and procedures for staff development and monitor the learning and growth strategy to ensure the skills, knowledge and abilities of the workforce meet the current and future Commission and individual needs.



Key Result Areas

a. Formulate and review training and development policies and strategies that will encourage the development and integration of a culture of continuous learning among the staff of the Commission;

b. Align Training and Development goals with Commission’s business strategy to ensure that business objectives are accomplished;

c. Conduct the Training Needs Assessment for staff in liaison with the Heads of Departments/units and as identified in their Performance reports;

d. Spearhead the preparation of the annual Staff Development Training plans and to ensure consistent and fair implementation of training programmes;

e. Manage the Commission’s capacity development programmes to meet organizational needs by coordinating and facilitating approved training programmes;

f. Prepare and monitor staff training budget by tracking the use and flow of funds and verifications of invoices raised in respect of training services;

g. Monitor and evaluate the training programs as per plan by carrying out impact assessment for training programmes already carried out in order to determine if the Commission needs have been met;

h. Implement UCC process of engaging interns from the various higher institutions of learning;

i. Prepare comprehensive and timely reports on staff development programmes and ensure the submission of all reports from staff on return from the various programmes;

j. Work with Human Resources systems in order to plan for activities that will require capacity building and plan for necessary interventions;

k. Spearhead the mentorship and coaching program;

l. Implement induction programmes for new members of staff in line with the UCC HR Manual;

m. Drive the succession development programmes to meet the Commission succession needs; and

n. Attend to any other duties as may be assigned by the Supervisor.



Qualifications

· A Bachelors degree (Human Resources Management, Organizational and or Industrial Psychology, or Business Administration (HR Specialization);

· Postgraduate qualification preferably a in Human Resource Management and development; and

Key Skills and Experience

· Three (3) years experience in Human Resource Management preferably managing a training function in a similar setting;

· Experience in Human Resource Information System; aspects.

· Excellent oral and written communication skills;

· Managerial/ supervisory  and training skills;

· Possession of strategic thinking, analytical and problem–solving  skills;

· Strong interpersonal skills; and

· Ability to meet tight deadlines and work in a team.



How to Apply:
Interested candidates should submit applications indicating their telephone and e-mail addresses accompanied with the following documents:

1. Detailed Curriculum Vitae (CV) indicating two professional and one character referees. Members of Uganda Communications Commission shall not be accepted as referees.


2. Copies of certificates, testimonials, cited in the CV.


Applications should be submitted to the following address NOT LATER THAN 5.00 pm on 7th September 2012 to:


The Director, Human Resource and Administration,

Uganda Communications Commission,

2nd Floor, UCC House

Plot 42-44 Spring Road, Bugolobi,

P. O. Box 7376,

KAMPALA


Only short listed applicants will be notified. Any form of canvassing will automatically lead to disqualification of a candidate.

Deadline: 7th Sept 2012

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Public Specialist Job at Uganda Communications Commission in Uganda

Job Title: PUBLIC RELATIONS SPECIALIST

Reports to: Head Communications

Job role: To enhance the image of UCC among the various publics.

Key Result Areas

a. Implement and review Public Relations Strategy of the Commission;

b. Provide proactive PR advisory based on research on issues and trends in the industry and economy;

c. Promote and manage the Commission’s Corporate Brand Identity;

d. Develop and manage the Commission’s presence online by maintaining a strong Web based presence and positioning UCC on both the local and international scene and targeting multiple audiences;

e. Arrange and manage the Commission’s corporate events, activities and campaigns and provide protocol services;

f. Implement and review the Corporate Social Responsibility (CSR) Programme activities;

g. Plan and organize hospitality and recreational events in line with the department mission; and

h. Initiate and manage internal communications programmes and activities.

Qualifications

· Bachelor’s degree in Mass Communication, Arts or any related field;

· A Master’s Degree in Media, Public Relations would be an added advantage;



Key Skills and Experience

· Three (3) years experience in Public Relations practice;

· Good knowledge of Computer packages particularly Microsoft Office;

· Effective utilization of online interactive media;

· Proven experience in campaign and events management;

· Demonstrated leadership and administrative skills;

· A team player, who is outgoing and socially apt;

· Ability to communicate to multiple audiences;

· Organized, attentive to detail, and able to work with minimum supervision; and

· Dynamic and able to handle crises and provide solutions.


How to Apply:

Interested candidates should submit applications indicating their telephone and e-mail addresses accompanied with the following documents:

1. Detailed Curriculum Vitae (CV) indicating two professional and one character referees. Members of Uganda Communications Commission shall not be accepted as referees.


2. Copies of certificates, testimonials, cited in the CV.


Applications should be submitted to the following address NOT LATER THAN 5.00 pm on 7th September 2012 to:


The Director, Human Resource and Administration,

Uganda Communications Commission,

2nd Floor, UCC House

Plot 42-44 Spring Road, Bugolobi,

P. O. Box 7376,

KAMPALA


Only short listed applicants will be notified. Any form of canvassing will automatically lead to disqualification of a candidate.

Deadline: 7th Sept 2012

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