Summary
Date Posted: Friday, April 28 2023, Base Salary: Not Disclosed

JOB DETAILS:
View Vacancy - Kampala Help Desk (KHD) Officer AO (03/23 KPL)
The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow.
Job Category
Foreign, Commonwealth and Development Office (Operations and Corporate Services)
Job Subcategory
Foreign, Commonwealth and Development Office (Programme Roles)
Job Description (Roles and Responsibilities)

Main purpose of job:
The KHD Officer will be a member of the Corporate Services team (CST), which is the largest team in the mission providing support to both UK-based and country based staff (CBS) in areas of Finance, HR, Procurement, Protocol, Transport, Estates and IT to enable them to carry out their work as effectively as possible. Corporate Services team delivers their service to the mission through a web-based ticketing system called Kampala Help Desk (KHD).
The KHD Officer role is an intersecting role that requires one to coordinate work across the CST team. The KHD Officer will be the link between Corporate Services Team and its customers through managing Kampala Help Desk requests, responses and linking them to the CST priorities and budget spend to ensure efficiency of the team though the highest levels of customer care.
The KHD Officer will also provide support to Estates and Accounts by coordinating payments invoices, and requests. They will also provide administrative support as and when required within Corporate Services to ensure business continuity.

Roles and responsibilities
Managing Kampala Help Desk Customer Care Service (65%)
• Liaise with CST/CSM to draft replies to complex KHD requests/issues in a professional and efficient manner.
• Redistribute tasks to the relevant CST team members in coordination with Estate Manager/DCSM/CSM while flagging urgent/problematic areas.
• Providing advice/guidance and sign posting customers and suppliers/contractors in relation to the Corporate Services Charter
• Identifying and flagging invoicing problems/issues with contract managers and suppliers in a timely manner
• Collating and analysing corporate services request data regularly to CSM
• Collating KHD requests and providing weekly updates to Estate Manager, Transport Manager, and IT Manager.
• Developing KPIs for the KHD system, to be reviewed each year.
• Training new staff on KHD, and providing log on credentials for staff and spouses
• Liaising with IT to update the KHD system and communicating these to users through a communication campaign.
Support to Estates Team (20%)
• Collating Estates and maintenance KHD requests to provide support to the Estate Manager to run daily checklists from KHD.
• Participate in spot-checks and updating of the inventory and stores raising any concerns with the team leads.
Providing support to Accounts team (5%)
• Supporting the accountant where possible with administration of Tax Returns,
• Supporting the Accountant with the process VAT and fuel returns by collating returns for filing
• Supporting the Accountant in management of staff debtor’s, following up with debtors and raising any upcoming issues in time with the accountant
Providing Administration support to the team (10%)
• Tracking invoices using the invoice tracker to ensure they are paid in line with policy.
• Providing Reception cover and relief as and when required.
• Calendaring Corporate Services events and take minutes of meetings.
• Playing an active role in the wider High Commission through a corporate contribution, for example active membership to a committee.

Essential qualifications, skills and experience
• Degree in Finance/ Accounting, Business Administration, Public Administration or similar discipline.
• Experience in providing administrative support in a busy environment.
• Strong interpersonal and oral communication skills
• Excellent Customer care skills
• Good organisational skills
• Good spoke and written English

Other skills / experience / qualifications:
• Essential on arrival: English
• Excellent written and oral communication.
• Excellent customer care skills
• Excellent knowledge of IT applications – including excel, MS Windows

Desirable qualifications, skills and experience
• Experience working in a Diplomatic mission/ International organisation
Required behaviours
Managing a Quality Service, Delivering at Pace, Communicating and Influencing, Working Together
Application deadline
28 April 2023

Job Experience:No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
Click Here To Apply

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