The Ugandan Jobline

Job Title:   Help Desk Engineer   

Organisation: Quest Digital Finance (QDF)

Duty Station:  Kampala, Uganda

About US:

Quest Digital Finance limited is a tech solutions company that utilizes data and mobile to deploy lifesaving products and services for low-income earners. The Company was founded in 2016 where it started by facilitating loans for inputs to farmers from its digital loan fund (DLF) contributed to by lending partners (SACCOs) and, through its flagship product code-named; Akellobanker.

Key Duties and Responsibilities:

Customer Support

• Perform troubleshooting using different diagnostic techniques
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Suggest improvements on procedures
• Distribute Certificates of Work completion to Clients
• Continuous professional development on required technical trainings and certifications to keep up with current industry and product trends.

Help Desk and incident management – Level 2

• To receive incident tickets escalated from level 1.
• To examine, diagnose and fix incidents within MTTH.
• To follow up Level 3 regarding escalated tickets to resolve within MTTH.
• To act as a communication link between level 3 and level 1.
• To coordinate and collaborate with 3rd party providers to solve ticket issues.

Account Configuration and Data Migration

• To follow Best practice procedures to prepare Migration Plans and Client Standards data migrations.
• Ensure that data Analyzed is clean and in the best format for migration
• Coordinate Implementations exercises in order to ensure and recommend the correct configurations to minimize system errors
• Troubleshoot and repair user accounts OTA and on-site.
• Carry out account adjustments and synchronization as per client requests.
• To be accountable for configuration & programming software and equipment as well as be accountable for user accounts being configured.

Customize QB and AB software.

• Configure tracking software such that the reports received by the client are relevant, timely and accurate.
• KYC – Know Your Customer to understand their needs so as to customize client accounts appropriately.
• Set up automatic delivery of reports and alerts i.e. scheduled notifications in QuestBanker and AkelloBanker to ensure that the clients are constantly updated.

Training and desk side support

• Ensure effective in-house customer service, support and training in relation to key products and related technical issues.
• Deliver in-house training to workmates and customers alike.
• Timely preparation of presentations, proposals, project charters, progress reports and any other documentation required.
• Any other duties as assigned to you by your supervisor.

Qualifications, Skills and Experience:

• The applicant must hold a BA in IT, Computer Science or similar relevant field
• Previous working experience as an IT Help Desk Technician for 5 year(s)
• In-depth knowledge of computer systems
• Hands on experience with diagnosing and resolving basic technical issues
• Excellent communication and interpersonal skills
• Customer-oriented and patient.

How to Apply:

Send your updated CV and capability statement and 4 referees to recruitment@questdigito.com

Attachments should be labeled as below;

Your name_ CV

Your name_ Capability statement

Deadline: 31^st August 2022

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