Huawei Fresher Careers - Service Desk Agent ~ Ugandan Jobline Jobs

Organisation: Huawei

Technologies

Duty

Station: Kampala, Uganda

Reports

to: Front Office Manager

Huawei

Technologies Co. Ltd. is a Chinese multinational networking and

telecommunications equipment and services company headquartered in Shenzhen,

Guangdong. It is the largest telecommunications equipment maker in the world,

having overtaken Ericsson in 2012. Huawei is a leading ICT solutions provider.

Our telecom network equipment, IT products, and smart devices provide solutions

in 170 countries and regions worldwide. With annual sales revenue of USD39.6

billion in 2013, Huawei ranked 285th on the Global Fortune 500. Together with

our partners, we are building a better connected world.

Job Summary: The Service Desk Agent will support Huawei in

ensuring the receipt, appropriate escalation and resolution of IT related

hardware, software and network issues organization-wide.

Key Duties and Responsibilities:

 

• Provide
  
  general first level technical support to end users organisation-wide.


• Attend
  
  to the helpdesk and respond to all helpdesk calls.


• Render
  
  support in maintaining issues/request log. Ensure accurate and prompt
  
  logging of all requests/ issues unto the central database.


• Assist
  
  in providing first-level phone support on IT related issues and escalate more
  
  technical issues requiring location visits to appropriate
  
  second-level/expert support teams within the unit.


• Escalate
  
  to the Network and Infrastructure Support team, all LAN/WAN/Server
  
  downtimes and hardware operational issues e.g. network connectivity, printing
  
  errors, drive failure, etc.


• Escalate
  
  all enterprise solutions-related issues to the Enterprise Solutions
  
  Support.


• Offer
  
  first-level instructions on software installation and configuration e.g.
  
  client applications, anti-virus utilities, printer drivers, etc.


• Offer
  
  continuous user application and system support to the call centre and
  
  other relevant IT units.

Qualifications, Skills and

Experience:  

• The
  
  ideal candidate for the Huawei Service Desk Agent placement should
  
  preferably hold a First degree or equivalent in a relevant discipline.


• At
  
  least two (2) years relevant work experience.

Deadline:

12^th June, 2015