Responsibilities
In Junior Level role:
• Provide second-line investigation and diagnosis.
• Resolve and close incidents and service requests as per help desk procedures and allocated timelines.
• Escalate unresolved incidents and service requests within agreed timescales.
• Log incident and service request details per help desk procedures.
• Communicate with customer regarding incident progress.
• Ensure tickets are updated at all times until issues are resolved.
• Conduct customer satisfaction callbacks and surveys.
• Comply with Quality, Health, Safety and Environment policies and IT policies.
• Liaise with customers, other IT support groups and third-party providers when necessary.
• Perform staging of PCs.
• Maintain Global Asset Management database with updates related to the assigned hardware.
• Perform Install, Move, Add and Change tasks.
• Perform hardware and software maintenance and support.
• Participate in IT team and follow up on objectives and key performance objectives.

Experience & Exposures:
• Candidate must be of Ugandan Nationality.
• Fresh-out candidates with 1-2 years of experience in similar field.
• Bachelor’s degree in a computer related field.
• Relevant certifications.
• Experience supporting end-user IT hardware and software.
• Knowledge of IT security principles.
• Strong IT Infrastructure Domain knowledge.
• Good Problem-Solving skills.
• Decision-making ability.
• Good communication skills especially if the role is a client facing role.