Vacancy title:
IT Help Desk Engineer

Jobs at:
CNOOC Uganda Limited

Deadline of this Job:
19th November 2018

Duty Station:
Kampala, Uganda

Summary
Date Posted: 12th November 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

JOB DETAILS:
CNOOC Uganda Limited is a subsidiary of China National Offshore Oil Corporation (CNOOC). CNOOC Uganda limited is delighled to officer employment opportunities to the local talent. Grow your career with CNOOC Uganda limited and join our experienced team of professionals. Are you focused committed, passionate and ready lo lake on new chalenges? Then this could be your opportunity to make a valid contribution to the development of the oil and gas sector in Uganda.

Post: IT Help Desk Engineer
Location: Kampala, Uganda and can be mobilized to Lake Albert construction sites or other cities if required.

Primary function:
Serve as the first point of contact for customers seeking technical assistance and provide support for all Information Technology products and services

Responsibilities:

• 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.
  

Requirements:

• Bachelor's degree or above in Informatics, computer science or the related.
  
• At least 3- years‘ related working experience.
  

Knowledge & skills:

• 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