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Service Desk Officer job at Uganda National Oil Company | Apply Now
Are you looking for Information Technology Jobs in Uganda 2024? If yes, then you might be interested in Service Desk Officer job at Uganda National Oil Company (UNOC) Limited
Kampala, Uganda
Full-time
About the Organisation
Uganda National Oil Company (UNOC) Limited is a limited liability company solely owned by the Government of Uganda (GOU). It was established under Section 42 of the Petroleum (Exploration, Development, and Production) Act and Section 7 of the Petroleum (Refining, Conversion, Transmission and Midstream Storage) Act, both of 2013. It was incorporated under the Companies Act of 2012 as a limited liability company on June 12th, 2015.
Job Title
Service Desk Officer job at Uganda National Oil Company (UNOC) Limited
Uganda National Oil Company (UNOC) Limited
Job Description
The Uganda National Oil Company (UNOC) Limited was established under the Petroleum (Exploration, Development and Production) Act and the Petroleum (Refining, Conversion, Transmission and Midstream storage) Act, both of 2013 and incorporated under the Companies' Act, 2012. It is a limited liability company wholly owned by the Government of Uganda. The overall function of UNOC is to handle the State's commercial interests in the Oil and Gas industry and ensure that the resource is exploited in a sustainable manner.
UNOC now invites applications from persons interested to develop their career with a dynamic and results-oriented Company to occupy the following position
Duties and Responsibilities
Customer Support: Provide front-line support to users by responding to inquiries, troubleshooting technical issues, and resolving problems related to IT services and systems.
Incident Management: Log, track, and prioritize support requests and incidents using a ticketing system, ensuring timely resolution and escalation as needed.
Technical Assistance: Assist users with software installations, configurations, and upgrades, as well as hardware setups, peripherals, and network connectivity issues.
User Training: Provide training and guidance to users on IT tools, applications, and best practices to enhance productivity and efficiency.
Documentation: Maintain accurate records of support requests, resolutions, and troubleshooting procedures, as well as user manuals, knowledge base articles, and FAQs.
Remote Support: Provide remote assistance to users through phone, email, chat, or remote desktop tools, guiding them through troubleshooting steps and resolving issues remotely.
Escalation Management: Escalate unresolved issues or complex problems to higher-level support teams, vendors, or management, ensuring timely resolution and communication with users.
Service Level Agreements (SLAs): Adhere to SLAs and response time targets for resolving support tickets and incidents, keeping users informed of progress and updates.
Quality Assurance: Conduct follow-up surveys or feedback sessions with users to assess satisfaction levels and identify areas for improvement in service delivery.
Continuous Improvement: Identify recurring issues, trends, and root causes of problems, and collaborate with other teams to implement proactive solutions and preventive measures.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications and Competencies
Education: A bachelor's degree in information technology, computer science, or a related field is typically required. Certifications such as CompTIA A+, ITIL Foundation, or HDI Support Center Analyst may be beneficial.
Technical Skills: Proficiency in troubleshooting desktops, laptops, mobile devices, operating systems (e.g., Windows, macOS, Linux), and common software applications (e.g., Microsoft Office, email clients).
Communication Skills: Excellent communication and interpersonal skills are essential for interacting with users, explaining technical concepts in non-technical terms, and documenting support procedures.
Customer Service Skills: Strong customer service orientation with the ability to remain calm, patient, and empathetic when dealing with users experiencing technical difficulties.
Problem-Solving Abilities: Effective problem-solving and analytical skills to diagnose issues, identify root causes, and implement solutions in a timely manner.
Time Management: Ability to prioritize tasks, manage workload efficiently, and meet service level targets in a fast-paced environment.
Teamwork: Collaboration and teamwork skills to work effectively with other support team members, escalate issues appropriately, and share knowledge and best practices.
Adaptability: Flexibility and adaptability to learn new technologies, tools, and processes quickly, and to adjust to changing priorities and user needs.
Attention to Detail: Meticulous attention to detail to accurately document support requests, follow troubleshooting procedures, and ensure thorough resolution of issues.
Professionalism: Professional demeanor, reliability, and a commitment to maintaining confidentiality and security of sensitive information.
How to Apply
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
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