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Service Desk Agent (1)

IT, Systems & Software, Telecom

Deadline: 15th, May 2018

Job Description

Assist in ensuring the receipt, appropriate    escalation and resolution of IT related hardware, software and network issues    organization-wide

Job Details

Job Position:

Service Desk Agent

Reports to:

Front Office Manager

Grade Level:





Job Summary

  • Assist in ensuring the receipt, appropriate escalation and resolution of IT related hardware, software and network issues organization-wide.


  • To respond to all reported incidents logged at Service Desk within 15 minutes
  • To prioritize all Incidents logged with CLIENT IT Shared Services properly with proper Impact and Urgency and the same should assign to correct resolver groups.
  • To ensure correct categorization of all Incidents which are getting logged with CLIENT IT Shared Services in relation to the type of issue being faced by the customer.
  • To address all FLR category calls for Uganda, Zambia, Rwanda, Swaziland and South Sudan within the given time lines. Target is 30% of all incidents logged at the Service Desk should be closed by the First Line Resolution team.
  • To ensure all E mails which are coming for Incident logging to be logged within 15 minutes and assign it to correct resolver groups. You should revert to user with the reference no in already defined templates.
  • The post holder shall be available in SIP all the time except any unavoidable issues like you are working on reports, or in meetings etc. You have to take approval from Front Office Manager or Service Desk lead to log off from SIP. Please ensure that all calls are getting answered within 5 seconds. All calls which are coming in SIP should be converted as Remedy incident and track it till the closure.
  • The post holder shall be customer oriented while handling any customer complaints. This should reflect in CSAT feedback from end users (Target should be >90% good or excellent feedback
  • To ensure Service Desk is having 0 Pending calls which are greater than 2 days.
  • If the post holder is to give end to end resolution to end users, ensure that end user is satisfied with the solution you have given. Incidents should not be re-opened by end users.
  • To ensure punctuality with adherence to your shift timings and break timings. You should be adjustable to handle all the shifts and operational requirements.
  • To ensure report submitted on time as defined by stake holders.
  • To ensure that all Major Incidents to be intimated to Major Incident Manager on Immediate basis. All MI Notification to be sent from SEA SS Alerts within 15 minutes of Major Incident Raised. All MI Updates have to be gathered from MI Manager and ensure the periodic updates are sent. All changes should be coordinated as required from change management team
  • To notify defined end users all planned and approved Tips, Communications and unplanned outages on time with approval from Front Office Manager/Service Desk lead before sending the communication.
  • To ensure all requests have a ticket logged and assigned respectively and the requester informed when a ticket is logged.



  • First degree or equivalent in a relevant discipline.
  • Minimum of two (2) years relevant work experience.


How to apply

All suitably qualified and interested candidates must apply online via

Only shortlisted candidates will be contacted.

Deadline: 15th May, 2018


Additional Requirements

Employment Type: Full-Time

Place of duty: Kampala
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