The Ugandan Jobline

• Serves as the first point of contact for customers seeking technical
  assistance over the phone or email and performs remote troubleshooting
  through diagnostic techniques and pertinent questions.
• Determines the most efficient and effective manner to resolve
  customer's technical issue. Engages in research and in-depth
  troubleshooting to resolve technical issues. Consults with full-time staff
  when necessary.
• Provides support in answering queries, troubleshooting issues,
  training or instructing customers regarding software or hardware
  functionality.
• Helps to order, install and configure new computers and peripherals.
  
• Provides technical support to during meetings and when using smart
  classroom technologies.
• Assist to updates and communicate IT policies.
• Records customers’ problem information in ClT’s Work Order System
  updates and closes the tickets once resolved and communicated to customer.
  
• Resolves Level 1 work orders and elevates complex and/or high
  priority problems to the appropriate support groups for resolution
  effectively, follows- up on resolutions.
• Diagnoses and resolves at least 90% of assigned Help Desk tickets
  within 3 business days.
• Assists to achieve and maintain a 99.9% user satisfaction rating.
• Maintains inventory of equipment and supplies (spare computers,
  cables, adapters, etc.).
• Performs other duties as assigned by Supervisor.

• The ideal candidate for the CNOOC Uganda IT Help Desk Engineer job
  opportunity should preferably hold a Bachelor’s degree or above in
  Informatics, computer science or the related.
• Three years of related working experience.
• Good knowledge in installation/configuration/maintenance/trouble
  shooting of Window OS and common office software as well as PC’ hardware
  and peripherals
• Good knowledge of IT services best practice.
• Good knowledge of network and related protocol.
• Good understanding of IT knowledge database

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