IT Service Desk Officer

About the Role

The IT Service Desk Officer plays a vital role in maintaining the technological backbone of BRAC Uganda Bank Limited by serving as the first point of contact for staff seeking ICT support. This position is crucial for ensuring that employees can effectively utilize technological resources without disruption. In the initial months, the officer will engage in training sessions, familiarize themselves with common technical issues, and learn the bank’s IT infrastructure. This role not only promotes efficient service delivery but also contributes significantly to the overall productivity of the organization.

Key Responsibilities

• Act as the primary point of contact for all ICT-related incidents and service requests by utilizing phone, email, and call management systems to ensure swift communication.
• Provide first-line support, including password resets, account unlocks, and addressing general inquiries from users to enhance their experience with IT services.
• Log every incident and request accurately in the service management system, ensuring that each is categorized and prioritized appropriately for timely resolution.
• Monitor system alerts and respond promptly to ensure that any potential issues are addressed before they escalate into larger problems.
• Collaborate with internal and external resolver teams to follow up on outstanding incidents, providing regular updates to users on the status of their requests.
• Maintain and update service desk procedures, ensuring that all documentation is current and accessible for both users and support staff.

Requirements & Qualifications

• A bachelor’s degree in Information Technology, Computer Science, or a related field is essential for understanding the technical aspects of the job.
• At least two years of experience in an IT support role, demonstrating a solid foundation in troubleshooting and user support.
• Possession of the ITIL V3 Foundation certificate is preferred, showcasing knowledge of best practices in IT service management.
• Strong communication skills are a must, as the officer will interact with various staff members across the organization.
• Proficiency in using call management systems and service desk software will be beneficial for efficiently managing support requests.

What You’ll Gain

• Develop hands-on experience with IT service management processes, enhancing your ability to resolve technical issues effectively.
• Build a solid foundation in customer service skills by interacting with diverse teams within the bank, improving your communication and problem-solving abilities.
• Gain exposure to the banking industry, providing valuable insights into how technology supports financial services and operations.
• Opportunity for career advancement within the ICT department, paving the way for roles in system administration, network management, or IT project management.

How to Apply

If you are interested in this opportunity, please send your application in PDF format via email. Ensure your application reaches us before the deadline of Thursday, 5 November 2026. Unfortunately, the specific contact details are not provided in this listing.