Overview

The IT Officer works in partnership with business and technology stakeholders to deliver IT services and support to business users within their designated region. The role reports into the Global Service Delivery Manager and forms part of the overall Technology Services team, which is globally distributed to reflect ED&F Man Commodities’ and local/local Business operations. The role should consider business first and acts as the liaison between Technology and the local business stakeholders for all IT related matters. This role will be working for Kyagalanyi Coffee Limited, Volcafe’s company in Uganda

Key Accountabilities

1. IT Support

– utilising approved support channels, act as primary face to face contact and as a point of escalation for all IT related matters, including but not exclusive to infrastructure, network/connectivity, user endpoints, peripherals & applications.

• Take ownership to ensure all IT related matters are satisfactorily resolved or concluded.

2. Day-to-day management of workload and resources for effective fulfilment of responsibilities.

3. Service Delivery

– act as the technical lead on behalf of the Business.

• Business Awareness – maintain awareness of business strategies, plans and actions.
• Business / relationships / representation – maintain effective working relationships, representing local business/IT as required.
• Roadmap – ensure technical roadmap remains aligned with business requirements and milestones achieved.
• Service reporting – conduct regular reporting to demonstrate IT related activity (usage, trends, spend) and proactively use information to recommend and deliver improvements.
• Education/awareness/training – deliver or facilitate training as required for users throughout their lifecycle, i.e. onboarding, new technologies.

4. Finance Management

• Budget – delivery of effective IT budgeting and forecasting, planning, adherence and reporting.
• Value – ensure cost effectiveness and optimisation across IT related activities.
• Procurement – collaborate with Technology stakeholders to procure in the most costeffective manner possible.

5. Business Systems

– act as local technology representative in relation to all local business systems, including but not exclusive to ERP, CRM, Weighbridge/Scales, CCTV.

6. Asset Management

– ownership & management of all local technology assets throughout their lifecycle, from budget/purchasing through to retirement/decommissioning.

7. Maintenance

– conduct ad-hoc and planned / scheduled activities to ensure the optimisation of technology assets & resources. Undertake regular visits across local sites as required.

8. Major Incident / Business Continuity

– during critical business outage or disruptions, act as lead and/or member of Major Incident team as required to effectively meet desired outcomes (continuity, minimised disruption/downtime, effective communication).

9. Security

– act as the champion for all IT Security related activities & initiatives.

• Proactively ensure compliance and work with stakeholders to address gaps.

10. Policies

– ensure adherence and championing of applicable (local & global) policies and procedures.

11. Standards

– operate to defined global Technology standards.

12. Vendor contracts and delivery

– robustly manage 3rd party vendors & suppliers throughout their lifecycle of engagement.

• Performance management – ensure 3rd party contracts and SLAs are consistently reviewed for value and service targets achieved.

13. Projects

– undertake and/or participate in IT related projects as required to ensure successful delivery.

14. Logistics

– manage logistics and resources available to ensure effective, timely and cost-effective delivery of activities.

15. Continual service improvement

– apply a continual improvement mindset to all aspects of IT, ensuring continued value to the business.

• Factors to consider include:
• Continuity / risk reduction
• Key performance indicators – support achievement of operational targets
• Employee / end-user digital experience – constant drive to improve the use and experience of technology.
• Service perception – work with stakeholders to provide feedback and execute plans & initiatives for improvement.
• Data / information / knowledge – make effective use of data assets to underpin effective operations.

QUALIFICATIONS

1. Education

– University graduate with relevant degree within a computing discipline.

2. Skills and Experience

a. Essential

• Fluency in English is required.
• Excellent communication skills with a strong customer service focus and the ability to work independently and within a team.
• Minimum of 3 years’ experience working in an IT Service Desk/support function in an organization of comparable size, complexity and volume.
• Proven experience of performing a customer-facing role responsible for delivering high quality and time-critical services.
• Demonstrable ability to prioritise, multi-task and consistently deliver high-quality work.
• Effective communication (verbal & written) and confident interpersonal skills.
• Driven to achieve successful outcomes for stakeholders (customer, self, peers, the business and 3rd parties).
• Strong experience supporting Windows desktop operating systems, Microsoft Office (M365) and endpoint management tools including patch management, anti-malware and imaging.
• Solid knowledge of PC hardware, software and peripherals
• Understanding of Transmission Control and Internet Protocol (TCP/IP) networking principles and general connectivity troubleshooting.
• Experience using remote support tools and service management systems to manage and resolve support tickets.
• Experience supporting iOS and Android mobile devices, with basic knowledge of IPbased telephone systems.
• Strong problem-solving, organisational and multitasking skills with the ability to prioritise work in a fast-paced environment.
• Flexible approach to working hours, including availability outside core business hours when required.
• Experience utilising ITIL aligned service/ticket management tools, i.e., HaloITSM or similar.
• Proven history of self-development and learning.
• Understanding of and experience of using ITIL processes for incident and problem management.

b. Desirable

• Experience administrating user records via Active Directory, objects in M365 and troubleshooting Citrix sessions.
• Experience working and troubleshooting Windows11 devices and setting up mobile devices via Mobile Device Management solutions.
• Holder of current technical certifications, e.g. CompTIA A+, Microsoft Fundamentals.
• Holder of ITIL Foundation v4 certificate.

We recognise that talent comes in many forms, and we value potential just as much as experience. If this role excites you but you don’t meet every requirement, we still encourage you to apply.

Our Offer

We provide a fast-paced, stimulating and truly global environment, which will stretch your abilities and channel your talents. We also offer competitive salary and benefits combined with outstanding career development opportunities in one of the global leaders in soft commodity trading.

Our Values

Respect, Integrity, Meritocracy, Client Focus, Entrepreneurship

Volcafe shares the values of our parent company, ED&F Man Commodities. Our values define who we are. They are the fundamental beliefs that determine our actions and guide our behaviour. They influence the way we communicate and collaborate, and define the way we engage with our clients, partners, and communities.

Our Commitment

Volcafe shares the commitment of our parent company, ED&F Man Commodities. We are committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. We are committed to promoting equal opportunities in employment and are focussed on actively building and developing diverse teams. All qualified applicants will receive equal treatment without regard to race, colour, sex, gender, age, religion or belief, ethnic or national origin, marital or civil partner status, physical or mental disability, military or veteran status, sexual orientation, gender reassignment (identity, gender expression), genetic information or any characteristic protected by local law.

We are willing to make any reasonable adjustments throughout our recruitment process.

To apply you must have the right to work for the provided location.

• Take ownership to ensure all IT related matters are satisfactorily resolved or concluded.
• Day-to-day management of workload and resources for effective fulfilment of responsibilities.
• Act as the technical lead on behalf of the Business.
• Maintain awareness of business strategies, plans and actions.
• Maintain effective working relationships, representing local business/IT as required.
• Ensure technical roadmap remains aligned with business requirements and milestones achieved.
• Conduct regular reporting to demonstrate IT related activity (usage, trends, spend) and proactively use information to recommend and deliver improvements.
• Deliver or facilitate training as required for users throughout their lifecycle, i.e. onboarding, new technologies.
• Delivery of effective IT budgeting and forecasting, planning, adherence and reporting.
• Ensure cost effectiveness and optimisation across IT related activities.
• Collaborate with Technology stakeholders to procure in the most cost-effective manner possible.
• Act as local technology representative in relation to all local business systems, including but not exclusive to ERP, CRM, Weighbridge/Scales, CCTV.
• Ownership & management of all local technology assets throughout their lifecycle, from budget/purchasing through to retirement/decommissioning.
• Conduct ad-hoc and planned / scheduled activities to ensure the optimisation of technology assets & resources.
• Undertake regular visits across local sites as required.
• During critical business outage or disruptions, act as lead and/or member of Major Incident team as required to effectively meet desired outcomes (continuity, minimised disruption/downtime, effective communication).
• Act as the champion for all IT Security related activities & initiatives.
• Proactively ensure compliance and work with stakeholders to address gaps.
• Ensure adherence and championing of applicable (local & global) policies and procedures.
• Operate to defined global Technology standards.
• Robustly manage 3rd party vendors & suppliers throughout their lifecycle of engagement.
• Ensure 3rd party contracts and SLAs are consistently reviewed for value and service targets achieved.
• Undertake and/or participate in IT related projects as required to ensure successful delivery.
• Manage logistics and resources available to ensure effective, timely and cost-effective delivery of activities.
• Apply a continual improvement mindset to all aspects of IT, ensuring continued value to the business.

• Fluency in English is required.
• Excellent communication skills with a strong customer service focus and the ability to work independently and within a team.
• Proven experience of performing a customer-facing role responsible for delivering high quality and time-critical services.
• Demonstrable ability to prioritise, multi-task and consistently deliver high-quality work.
• Effective communication (verbal & written) and confident interpersonal skills.
• Driven to achieve successful outcomes for stakeholders (customer, self, peers, the business and 3rd parties).
• Strong experience supporting Windows desktop operating systems, Microsoft Office (M365) and endpoint management tools including patch management, anti-malware and imaging.
• Solid knowledge of PC hardware, software and peripherals
• Understanding of Transmission Control and Internet Protocol (TCP/IP) networking principles and general connectivity troubleshooting.
• Experience using remote support tools and service management systems to manage and resolve support tickets.
• Experience supporting iOS and Android mobile devices, with basic knowledge of IPbased telephone systems.
• Strong problem-solving, organisational and multitasking skills with the ability to prioritise work in a fast-paced environment.
• Flexible approach to working hours, including availability outside core business hours when required.
• Experience utilising ITIL aligned service/ticket management tools, i.e., HaloITSM or similar.
• Proven history of self-development and learning.
• Understanding of and experience of using ITIL processes for incident and problem management.
• Experience administrating user records via Active Directory, objects in M365 and troubleshooting Citrix sessions.
• Experience working and troubleshooting Windows11 devices and setting up mobile devices via Mobile Device Management solutions.

• University graduate with relevant degree within a computing discipline.
• Minimum of 3 years’ experience working in an IT Service Desk/support function in an organization of comparable size, complexity and volume.
• Holder of current technical certifications, e.g. CompTIA A+, Microsoft Fundamentals.
• Holder of ITIL Foundation v4 certificate.