Job Title: Help Desk Administrator
Company: Gilead Pharmaceutical Limited
Job Type: Full Time
Experience: 1 year
Qualification: BA/BSc/HND
Location: Lagos, Nigeria
Job Field: Administration / Secretarial Customer Care
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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.
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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
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Qualifications: – Degree in IT – Professional qualification will be an added advantage
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Experience: – 1 Year experience in a similar position
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Skills: – 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
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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
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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
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