About the Organisation

New Vision Printing and Publishing Company Ltd, established in 1986, is one of Uganda’s leading media companies, delivering accurate, timely, and trustworthy news through print and digital platforms. Renowned for editorial excellence, New Vision informs, educates, and engages audiences on critical issues. 

The organization fosters a vibrant, inclusive work environment that promotes creativity, teamwork, and professional growth. With a national reach, New Vision combines traditional and digital media to remain a trusted source for millions, while investing in community-focused corporate social responsibility initiatives. For more information, visit www.newvision.co.ug.

Job Summary

The ICT User Support Officer will provide superior ICT services by proactively developing and maintaining systems and offering front-line Help Desk support to staff at New Vision and other stakeholders, ensuring minimal disruption and high user satisfaction.

Roles, Duties, and Responsibilities

• Provide technical support for all Company Windows and Unix systems as needed
• Diagnose and resolve issues related to computer hardware, software, networks, and user support to minimize operational disruptions
• Perform planned maintenance on hardware and software to prevent system failures
• Report and track issues on servers, PCs, and laptops to the Systems Administrator
• Install and configure IT equipment with essential software per the checklist to meet user needs
• Train users on basic hardware and software usage to address knowledge gaps and enhance daily task efficiency
• Identify and communicate user IT needs to management for informed decision-making
• Respond promptly to user service requests to ensure high customer satisfaction

Qualifications, Education, and Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• ITIL V3/V4 certification is an advantage
• Minimum 3 years of experience in IT user support
• Technical Skills:
  • Proficiency in MAC OS, Linux, Windows OS, Microsoft Office Suite, and basic networking
  • Experience with IT service management tools, including ticketing systems, is an advantage
• Behavioral Skills:
  • Strong problem-solving and critical thinking abilities
  • Attention to detail and commitment to quality service
  • Excellent communication and interpersonal skills
  • Ability to multitask and perform effectively under pressure
  • Teamwork and collaboration skills
  • Creativity and innovation in addressing challenges
  • Effective time management and adaptability