IT Careers – Specialist, Service Desk at Telecoms Support Company

Organisation:
Telecoms Network Support
Company
Duty Station:  Kampala, Uganda
Reports to: Manager, Service
Desk
About Us:
NFT Consult, a leading HR Consultancy firm, seeks to recruit for it
valuable client, a Global Technology Consultant.  NFT Human Resource Solutions are customer
tailored per industry requirements and are geared towards increased cost
savings, process improvement leading to improved efficiency and effectiveness
yet simultaneously strengthening quality and control of resources.
Job
Summary:
The Specialist,
Service Desk will render support in ensuring the receipt, appropriate
escalation and resolution of IT related hardware, software and network issues
organization-wide.
Key
Duties and Responsibilities: 
·        
Provide
first level technical support to end users organisation-wide.
·        
Manage
the helpdesk and quickly respond to all helpdesk calls.
·        
Assist
in maintaining issues/request log. Ensure accurate and prompt logging of all
requests/ issues unto the central database.
·        
Assist
in providing first-level phone support on IT related issues and escalate more
technical issues requiring location visits to appropriate second-level/expert
support teams within the unit.
·        
Routinely
escalate to the Network and Infrastructure Support team, all LAN/WAN/Server
downtimes and hardware operational issues e.g. network connectivity, printing
errors, drive failure, etc.
·        
Escalate
all enterprise solutions-related issues to the Enterprise Solutions Support.
·        
Offer
first-level instructions on software installation and configuration e.g. client
applications, anti-virus utilities, printer drivers, etc.
·        
Offer
continuous user application and system support to the call centre and other
relevant IT units.
·        
Actively
communicate resolution of faults to end-users/ request initiators.
·        
Assist
in developing programmes for training end users on self-help tips and office
application usage.
·        
Ensure
security of all workstations through proper installation and regular updates of
an effective anti-virus program on every workstation.
·        
Implement/comply
with pre-defined service desk management policies and procedures.
·        
Assist
in administering internal customer satisfaction surveys to obtain feedback on
helpdesk efficiency (where necessary).
·        
Work
closely with the relevant unit/ team/function in carrying out all relevant
activities.
·        
Attend
team/divisional/departmental meetings as required.
·        
Offer
direction and anage the performance of subordinates (where applicable).
·        
Compile
and submit agreed periodic activity and performance reports for the attention
of the Manager, Service Desk.
·        
Perform
any other duties as assigned by the Manager, Service Desk.
Qualifications,
Skills and Experience: 
·        
The
applicant should hold a first degree or its equivalent in a relevant
discipline.
·        
At
least two years’ experience in a similar role.
How
to Apply:
All suitably qualified candidates should
visit the web link below and create a profile on the NFT Consult website by
entering their e-mail addresses. Please visit web link below and click Apply
now if convinced you have the job requirements. The applications/CVs should be
prepared in English and submitted in either MS Word or PDF format will be
considered.

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