End User Support Specialist job at Hima Cement Ltd

Background information about the job or company (e.g., role context, company overview)

At Hima Cement, our Vision is “To be the preferred provider of cement and concrete based building solutions in East Africa with a strong focus on customer experience.”

Hima Cement works with all actors in the building and construction industry in Uganda –manufacturing and supplying a wide range of building and construction solutions designed to meet housing and construction needs from small projects like individual home buildings to major construction and infrastructure projects.

Whether supplying high-quality cement to a craftsman or helping leading architects explore and deliver creative possibilities, Hima is committed to providing solutions that fit the needs of all its clients.

In order to achieve the above objectives, Hima Cement Limited seeks to recruit a motivated and competent End User Support Specialist as indicated below;

Job Summary;

The End User Support Specialist ensures that users at their operating site of responsibility receive the appropriate level of support. The main objectives of this position are:

• Fulfilling and remediating user requests and incidents on time and with excellent quality.
• Ensure the appropriate level of communication with the users.
• Respect the Service Level commitments defined with the users.

Qualifications or requirements (e.g., education, skills)

Technical Competencies

• Graduate degree in Computer Science, Engineering or related discipline with an IT focus.
• Certifications: ITIL; CoBIT, CMMI. Cisco and Microsoft Certifications (CCNA, CCNP, MCSE, SQL), DB administration, Linux/UNIX OS and virtualization is an added advantage.
• Ability to conduct research into application development issues and products.
• Deep understanding of running IT services in regards to technology and processes.
• Strong analytical, design and development skills including troubleshooting and integration of IT services.
• Strong competency in developing efficient and effective solutions to diverse and complex business problems.
• Ability to develop and implement IT policies and governance.

Profile & Personal Qualities

• Self-driven, results oriented.
• Able to plan and prioritise.
• Comfortable dealing with people and a good listener
• Reliable, tolerant & determined.
• Able to work extended hours when required.
• Able to manage conflict and build effective teams.
• Detailed oriented and able to solve problems and drive for results.

Experience needed

• At least 3 years of experience as an end-user support specialist.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Hima Cement will offer a competitive remuneration package to the successful candidate.

Hima Cement Limited is a diverse, inclusive, and equal opportunity employer. We do not discriminate and do not charge any fee at any stage of the recruitment.

• Collaborate in the analysis and budgeting of the IT services of their Operating site, including equipment, licenses, outsourcing, and consumables.
• Provide 1st level of support (including 2nd level for local infrastructure and applications)
• Administrate local infrastructure not managed by I&O teams
• Administrate local applications not managed by the Applications team
• Administrate Local collaboration & knowledge.
• Classifies and prioritizes requests and incidents.
• Ensure the coordination of 1st, 2nd and 3rd level support.
• Work proactively on root cause analysis, problem solving, and standard operating procedures creation.
• Answer inquiries and provide basic training to users in the proper use of hardware and software.
• Monitor the local applications environment.
• Handle the communication to end users and other IT Teams.
• Ensure the Service Level commitments are respected.
• Follow and implement the security, internal control, and standardization principles defined by the IT policy.
• Define and implement service enhancements that will improve the reliability, usability, security, supportability, and performance of the desktop environment.
• Participate and facilitate the cross-functional work between the I&O (infrastructure and operations) Operating areas.
• Work on the efficient transfer of delivered services into the run organization (service introduction)
• Collaborate in the creation, maintenance, and execution of an IT continuity plan for the OpCo that would minimize the business loss in case of an IT disaster.
• Managing related suppliers, their costs and performance through local service agreements.

• ITIL
• CoBIT
• CMMI
• CCNA
• CCNP
• MCSE
• SQL
• DB administration
• Linux/UNIX OS
• Virtualization
• Troubleshooting
• Integration of IT services
• IT policies and governance development
• Planning and prioritization
• Communication
• Conflict management
• Team building
• Detail oriented
• Problem solving
• Driving for results

• Graduate degree in Computer Science, Engineering or related discipline with an IT focus.
• Certifications: ITIL; CoBIT, CMMI. Cisco and Microsoft Certifications (CCNA, CCNP, MCSE, SQL), DB administration, Linux/UNIX OS and virtualization is an added advantage.
• Ability to conduct research into application development issues and products.
• Deep understanding of running IT services in regards to technology and processes.
• Strong analytical, design and development skills including troubleshooting and integration of IT services.
• Strong competency in developing efficient and effective solutions to diverse and complex business problems.
• Ability to develop and implement IT policies and governance.