Graduate Trainee ICT Service Analyst job at Makerere University Walter Reed Program (MUWRP)

Position Summary

The Graduate Trainee – ICT Service Analyst role provides structured, hands-on exposure to ICT service delivery within a MUWRP. The role supports ICT operations that enable programs, departments, and field teams to deliver services effectively.

The position is designed to build foundational skills in ICT service desk operations, user support, incident management, and adherence to ICT policies and service standards, under close supervision and mentorship.

Key Learning Objectives

During the traineeship, the incumbent will be expected to:

• Gain practical understanding of ICT service desk and support workflows.
• Learn and apply incident, request, and escalation procedures.
• Develop foundational ICT infrastructure and end-user support skills.
• Build professional communication, documentation, and service delivery discipline in a mission-driven environment.

Key roles and Responsibilities

1. ICT Service Desk Support

• Receive, log, categorize, and prioritize ICT incidents and service requests from staff and field teams.
• Provide first-level support for common hardware, software, and connectivity issues.
• Escalate unresolved issues to appropriate technical teams in line with defined procedures.
• Follow up with users to confirm issue resolution and service effectiveness.

2. End-User Support

• Support staff with basic workstation setup, software installation, and user access requests.
• Assist in troubleshooting common operating system, email, and productivity application issues.
• Support ICT onboarding and offboarding processes for staff under supervision.

3. ICT Operations & Field Support

• Assist with routine ICT support and maintenance activities at head office and field locations.
• Support basic network, printer, and peripheral troubleshooting tasks.
• Participate in ICT deployments, upgrades, and asset rollouts as assigned.

4. Documentation & Reporting

• Maintain accurate records of incidents, service requests, and resolutions in the ICT service management system.
• Assist in developing and updating user guides, FAQs, and basic ICT procedures.
• Contribute to simple operational and service performance reports.

5. Compliance, Information Security & Professional Conduct

• Adhere to organizational ICT policies, procedures, and information security guidelines.
• Maintain confidentiality of staff information and organizational data.
• Demonstrate professionalism, accountability, and a service-oriented mindset aligned to the organization’s mission.

6.Learning & Development Expectations

• Actively participate in mentoring, coaching, and formal training opportunities.
• Demonstrate continuous learning and progressive skill development.
• Receive and apply feedback constructively to improve performance.

Qualifications, Skills and Experience

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

Recent graduate or within 1-year post-graduation.

Personal attributes & physical ability:

Technical (Foundational Level)

• Basic understanding of computer hardware, operating systems, and common software applications.
• Basic knowledge of networking concepts (LAN, Wi-Fi, internet connectivity).
• Familiarity with service desks or ticketing systems is an added advantage.

Behavioral & Professional

• Willingness to learn and grow in an ICT service environment.
• Good communication and interpersonal skills.
• User-focused and service-oriented approach.
• Ability to follow procedures, instructions, and escalation paths.
• Good time management and organizational skills.
• Ability to frequently travel to the MUWRP supported sites.

Supervisory Controls: The Incumbent will serve under the immediate supervision of the Deputy Chief Technology Officer or Designee.

• Receive, log, categorize, and prioritize ICT incidents and service requests from staff and field teams.
• Provide first-level support for common hardware, software, and connectivity issues.
• Escalate unresolved issues to appropriate technical teams in line with defined procedures.
• Follow up with users to confirm issue resolution and service effectiveness.
• Support staff with basic workstation setup, software installation, and user access requests.
• Assist in troubleshooting common operating system, email, and productivity application issues.
• Support ICT onboarding and offboarding processes for staff under supervision.
• Assist with routine ICT support and maintenance activities at head office and field locations.
• Support basic network, printer, and peripheral troubleshooting tasks.
• Participate in ICT deployments, upgrades, and asset rollouts as assigned.
• Maintain accurate records of incidents, service requests, and resolutions in the ICT service management system.
• Assist in developing and updating user guides, FAQs, and basic ICT procedures.
• Contribute to simple operational and service performance reports.
• Adhere to organizational ICT policies, procedures, and information security guidelines.
• Maintain confidentiality of staff information and organizational data.
• Demonstrate professionalism, accountability, and a service-oriented mindset aligned to the organization’s mission.
• Actively participate in mentoring, coaching, and formal training opportunities.
• Demonstrate continuous learning and progressive skill development.
• Receive and apply feedback constructively to improve performance.

• Basic understanding of computer hardware, operating systems, and common software applications.
• Basic knowledge of networking concepts (LAN, Wi-Fi, internet connectivity).
• Familiarity with service desks or ticketing systems is an added advantage.
• Willingness to learn and grow in an ICT service environment.
• Good communication and interpersonal skills.
• User-focused and service-oriented approach.
• Ability to follow procedures, instructions, and escalation paths.
• Good time management and organizational skills.
• Ability to frequently travel to the MUWRP supported sites.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Recent graduate or within 1-year post-graduation.