IT Service Desk Officer

BRAC Uganda Bank is hiring an IT Service Desk Officer in Kampala. The service desk is the first point of contact for all staff, and you will make sure incidents and requests are captured and resolved quickly.

Key Responsibilities

• Act as the single point of contact for ICT incidents and service requests by phone, email and call management systems.
• Provide first-line support such as password resets and unlocking user accounts.
• Log, categorise, prioritise and assign incidents to the right resolver teams, and keep customers updated.
• Respond to system alerts and check monitoring tools for service issues.
• Alert stakeholders to high-impact incidents and escalate actual or approaching SLA breaches.
• Prepare availability, incident, problem and change reports and analyse trends to prevent recurring problems.
• Keep service desk processes and procedures up to date.

Requirements

• Bachelor’s degree in IT, Computer Science or a related field.
• ITIL V3 Foundation.
• About 2 years of relevant experience.
• Knowledge of SLAs, ITIL processes, and service level, availability and capacity principles.
• Strong customer care, problem-solving, communication and interpersonal skills, and the ability to stay calm under pressure.

How to Apply

Apply through the employer’s official page: https://bracinternational.org/uganda/. Application deadline: 2026-11-05.