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  • Posted: May 24, 2016
    Deadline: Jul 23, 2016
  • Gilead is a Limited Liability Pharmaceutical Company Registered in Uganda in 1999. The company has both a retail and and Import/distribution division; the former has a large network of retail outlets in Uganda. The Import/distribution division is a Local Technical Representatives (LTR) for 2 European Generic Companies; TILOMED LTD. (UK) and Vogen Laborato...
    Read more about this company


    Help Desk Administrator

    Job Description

    • Ensure that all the service calls received from clients are recorded in the system immediately, all the time.
    • Assigning calls to the engineers and ensure that all call requests are responded to within 2 hours.
    • Monitor the Engineers to ensure that calls are completed within 4 hours
    • Ensure that all service related paper work is duly signed by the customer and up-to-date to facilitate revenue collection.
    • Send to the Service Manager, Unit Managers and the Managing Director the daily Engineer performance report, showing calls received, their status and the scheduled calls for the following day
    • Booking of spare parts, consumable, warranty issues and liaise with the Logistics to ensure quick delivery and installation by engineers where necessary
    • Maintain a quarterly preventive maintenance schedule for all contract client and ensure that they are completed
    • Generate monthly client meter sheets and facilitate billing by the Finance department and work with them to ensure that all customers are billed on time
    • Generate, Maintain and be accountable for all necessary procedures and paper work related to the help desk day to day running for reference by the rest of the company.
    • Maintain detailed knowledge of the company’s products.
    • Maintain working hours to ensure timely dispatch of engineers, logging of warranty issues, spares and consumables with logistics department, monthly billing of client and reporting.
    • Identify certifications that shall assist you in your day to day job - seminars, trainings Helpdesk, Customer service and IT
    • Undertake other duties as may be delegated


    • Degree in IT
    • Professional qualification will be an added advantage


    • 1 Year experience in a similar position


    • Good organizational and analysis skills
    • Aggressive and Result Oriented
    • Able to meet deadlines
    • Leadership skills
    • Self-motivating and requires little supervision
    • Willing to go above set goals to achieve high level of performance

    Personal Attributes:

    • Ability to work under pressure
    • Trustworthy & Honest
    • Team player
    • Willing to go above set goals to achieve high level of performance
    • Self-motivating and requires little supervision
    • Strong interpersonal and customer relation skills

    Performance Standards:

    • Sending daily, weekly and monthly reports to the Service, Unit Managers and Managing Director
    • Response and closure to escalation issues in the different units
    • Ensure financial records relating to clients- both on and off contract – are up to date by forwarding necessary documents for calls/jobs done to the finance department for billing
    • High level of assessment and organizational skills
    • High level of commitment, accuracy and integrity in the job

    Method of Application

    Applicants should send their CVs/applications to: [email protected]

    Note: Only Shortlisted Applicants will be contacted

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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