The Ugandan Jobline

Job Title:   Service Desk Support

Organization:
Smartwatch Solutions LTD

Duty Station:
Kampala, Uganda

Reports to:
General Manager

About US:

Smartwatch Solutions
is Uganda’s leading provider of fleet and mobile asset management solutions.
Established in 2011 as a direct response to the emerging trends in dynamic
Mobile Resource Management, backed up by the growth in the Oil and Gas sectors
across East and Central Africa.

Job Summary:  The Service Desk is the central point of
contact for all system related incidents, complaints, inquiries and service
requests. The role of the Service Desk Support is to provide first line support
for all clients of Smartwatch Solutions. The Service Desk Support is
responsible for logging incidents and service requests and resolving support
requests ensuring that service levels and targets are achieved as well as
meeting customer satisfaction and continuous service delivery demands. Service
Desk staff work in a dynamic, fast-paced environment which provides services
over the phone, through email, in person (for walk-in customers) and self
service.

Key Duties and Responsibilities: 

·       To provide support for users/clients in the
use on of our range of products and services

·       To provide support for users/clients in the
operation of a range of hardware devices installed in clients Assets

·       To ensure that resources within the Software
platforms are supported through the development of printed and online
instructional material to reduce call rates and enables users to become more
self-sufficient.

·       To deliver where required inductions and
basic training in the use of our software/apps and services.

·       To diagnose and resolve software and hardware
incidents, across a range of software applications for our products.

·       To assist all our users with any logged
related incident when called upon.

·       To take ownership of issues by carrying out
problem analysis to implement temporary or permanent fixes with the aim of
restoring service to the customer as soon as possible; escalating incidents to
other support teams where necessary.

·       To accurately record, update and document
requests using the service desk system.

·       To create user accounts and reset passwords
ensuring that the correct permissions and data security are applied. This
entails dealing with confidential information ensuring full compliance with the
data protection act.

·       To liaise closely with the Support team on
problems reported to the Service Desk which require logging on the supplier’s
helpdesk system.

·       To coordinate and make booking for filed
activities for the technical team.

·       To maintain a first class level of customer
service ensuring that all customers are treated efficiently and in an
appropriate manner

·       Maintain excellent verbal communication
skills with the ability to communicate effectively with technical and
non-technical colleagues at all levels in the organization.

·       To be a highly motivated team player with the
skills and ability to manage changing priorities.

·       To create, maintain and publish relevant
support documentation in order to assist all clients in the quick resolution of
their incidents and service requests and enable users to become more
self-sufficient.

·       Exhibit a flexible approach to working on a
Rota basis and provide necessary cover where needed.

·       Be willing to attend internal training as
necessary to keep up to date with the latest technology and internal system
processes.

·       Undertaking other duties not specifically
stated which from time to time are necessary without altering the nature or
level of responsibility

Qualifications, Skills and Experience:

·       The ideal candidate should have good general
level of education in IT/Computer Science, Information Systems or equivalent.

·       Good in English Language and Mathematics

·       Previous experience of working in an IT
support role

·       Previous experience within a customer service
role

·       Demonstrable experience of Microsoft Windows
and CRM client operating systems as well as various software packages including
Microsoft Office and Microsoft

·       Excellent IT skills and computer literacy

·       Previous experience of working with B2B and
B2C clients or Service sector environment

·       Excellent organizational skills

·       Ability to communicate effectively with a
wide variety of people in a professional manner, face to face, on the telephone
and in writing

·       Ability to demonstrate practical troubleshooting
and problem analysis techniques

·       Good attention to detail and ability to show
initiative

·       Ability to plan and prioritize work load
without supervision.

·       Ability to prioritize, manage and perform
under pressure to meet SLA’s.

·       Excellent knowledge of Customer

·       Service best practice

·       Willing to work flexibly and with enthusiasm

How to Apply:

All suitably
qualified candidates please Email your CV and applications to
hr@smartwatchsolutions.com

NB: Only shortlisted
candidates shall be contacted.

Deadline:   3^rd August 2020

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