Background

LSHTM’s MRC-funded unit in Uganda is an internationally recognized centre of excellence for research and training established in 1988, following a request from the Uganda Government to the United Kingdom (UK) Government. Its mission is to conduct high-quality research that adds knowledge and leads to improved control of infectious and non-communicable diseases (NCDs) in Uganda, Africa and globally, through translation of scientific findings into policy and practice, and rigorous research capacity building. Over 100 scientists across three top-notch research facilities at the UVRI Entebbe campus and at field stations in Masaka and Kyamulibwa deliver research projects of the highest quality, ranging from basic science and epidemiology, to rigorous clinical trials for the prevention and management of diseases of public health importance in Africa. Since 2017, the Unit has trained 58 Master’s and 44 PhD students from Uganda, other African countries and the UK. Our research and capacity building success are in part because we have been able to attract strategic collaborations in the UK and other countries. The Unit joined LSHTM on the 1st February 2018 creating a new partnership that is boosting research capacity into some of the current and emerging health issues in Africa and globally.

Job Purpose

To provide reliable and efficient information technology support services to the clinic and laboratories. The post holder will be involved in providing proactive and reactive 1st and 2nd line hardware, software and network support. The post holder will work as a member of the ICT Section providing ICT services.

Person Specification

• Bachelor’s Degree in Computer Science, Information Technology or a closely related field;
• Possession of ITIL, MCSA or MCSE /CCNA certification is an added advantage;
• Should possess at least two years of experience working in a busy research environment;
• With technical, logical thought process;
• Ability to work and troubleshoot laboratory management and sample archiving systems is an added advantage;
• Ability to stick to strict deadlines ,prioritise and delegate;
• Good knowledge of both client and server operating systems;
• Strong understanding of networking concept, Computer equipment such as PC’s, servers, and printers; Operations software Microsoft office suite, simple I.T hardware repair;
• Knowledge in I.T troubleshooting and proven problem solving skill;
• Should possess customer service skills;
• Ability to learn;
• Teamwork;
• Innovation;
• Personal Integrity;
• Forward Thinking;
• Reliability;
• Independence;
• Flexibility towards others;
• Proactivity; and,
• Results Orientation.

• Act as the first line support and primary point of contact for all laboratory hardware and software;
• Provide solutions to technical problems and support the long term response strategy;
• Provide intranet and any web development projects for the department, working closely with staff to develop quality application applications;
• Perform thorough analysis of all incidents to ensure the underlying trends and root causes are identified and permanently resolved;
• Provide procedural support using ITIL best practices and guidance for all applications adhering to security best practices;
• Ensure end-user requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests;
• Support in the implementation of software or hardware by working with relevant internal policies and procedures;
• Provide support, including procedural documentation and relevant reports;
• Diagnose and remediate hardware; peripheral and software issues escalating internally or externally where appropriate;
• Provide one-to-one or group training on hardware; peripherals; and/or software use where necessary;
• Install and configure new hardware; peripherals or software and replace parts as required;
• Assist with the administration of the telephone system;
• Perform preventive maintenance duties on items of ICT hardware, including the cleaning of equipment;
• Monitor and maintain general ICT consumable stock to ensure adequate supplies are available promptly;
• Assist and support in the implementation of ICT projects;
• Work continuously on a task until completion (or referral to third parties, if appropriate);
• Occasional travel to visit teams in upcountry offices as required; and,
• Any other duties appropriate to the post holder’s band as assigned.
• Facilitate roll out of any LSHTM London centralized corporate software to Unit computers and devices.

• Technical, logical thought process
• Ability to work and troubleshoot laboratory management and sample archiving systems
• Ability to stick to strict deadlines, prioritise and delegate
• Good knowledge of both client and server operating systems
• Strong understanding of networking concept, Computer equipment such as PC's, servers, and printers
• Operations software Microsoft office suite, simple I.T hardware repair
• Knowledge in I.T troubleshooting and proven problem solving skill
• Customer service skills
• Ability to learn
• Teamwork
• Innovation
• Personal Integrity
• Forward Thinking
• Reliability
• Independence
• Flexibility towards others
• Proactivity
• Results Orientation

• Bachelor's Degree in Computer Science, Information Technology or a closely related field
• Possession of ITIL, MCSA or MCSE /CCNA certification is an added advantage