IT Service Desk Officer Job in Kampala – Centenary Bank

Uganda Jobs Network brings you a professional IT career opportunity with Centenary Bank. The bank is recruiting an IT Service Desk Officer to serve as the first point of contact for all IT-related incidents, service requests, and user inquiries across the organisation. This is a full-time role based in Kampala and plays a critical role in maintaining service quality, system reliability, and user satisfaction. This position is ideal for experienced IT support professionals seeking stable and growth-oriented Jobs in Uganda within the banking and financial services sector, where customer experience, system availability, and operational efficiency are essential.

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Job Summary

The IT Service Desk Officer will act as the primary contact point for all IT incidents and service requests, ensuring efficient, customer-focused, and timely support. The role involves logging, categorising, prioritising, resolving, and escalating issues in line with ITIL best practices and agreed service-level agreements. Working closely with the Manager, IT Service Delivery, the IT Service Desk Officer contributes to consistent IT service delivery, high user satisfaction, and continuous improvement of support processes across the bank.

Department and Job Details

• Department: Information Technology
• Employment Type: Full-time
• Duty Station: Kampala
• Sector: Banking and Financial Services

Key Duties and Responsibilities

Incident and Request Management

• Serve as the primary contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
• Log, categorise, and prioritise incidents and service requests accurately within the IT Service Management system.
• Resolve first-line support issues and escalate unresolved incidents to relevant technical teams within agreed SLAs.

Technical Support and Troubleshooting

• Provide support for end-user devices including desktops, laptops, printers, mobile devices, and peripherals.
• Support operating systems such as Windows and macOS, and standard enterprise applications.
• Assist users with password resets, account unlocks, access requests, and application-related issues.
• Provide remote and on-site troubleshooting using approved tools and procedures.

Customer Service and Communication

• Deliver professional, courteous, and timely support to all users.
• Maintain clear communication with users regarding ticket status, resolutions, and service interruptions.
• Follow up on resolved tickets to confirm satisfaction and capture feedback.

Knowledge and Documentation Management

• Document incidents, resolutions, and troubleshooting steps accurately.
• Contribute to knowledge base articles and self-service guides.
• Maintain and update service desk procedures and documentation.

Monitoring, Reporting, and Problem Management

• Monitor system alerts, outages, and performance issues.
• Escalate critical incidents promptly according to established procedures.
• Assist in preparing service desk performance reports and SLA compliance summaries.
• Support problem management by identifying recurring issues and contributing to root cause analysis.

Continuous Improvement

• Recommend improvements to service desk tools, workflows, and support processes.
• Participate in IT projects, system upgrades, and service improvement initiatives.
• Stay updated on new technologies and best practices relevant to end-user support.

Qualifications, Skills, and Experience

Education and Certifications

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field.
• ITIL Foundation certification.
• Additional certifications such as CompTIA A+, Network+, Microsoft 365, AWS, GCP, or similar are an added advantage.

Technical Skills

• Strong knowledge of Windows and macOS operating systems.
• Experience supporting Microsoft 365 and common enterprise applications.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPNs.
• Familiarity with ITSM tools such as ServiceNow, Freshservice, Jira Service Desk, or similar platforms.
• Ability to troubleshoot hardware, software, and peripheral devices.

Experience Requirements

• Minimum of three years’ experience in an IT Service Desk, Help Desk, or Technical Support role.
• Experience supporting users in a professional or enterprise IT environment.
• Exposure to ITIL processes including incident, request, and change management.

Behavioral Competencies

• Excellent communication and interpersonal skills.
• Strong customer service orientation and professional conduct.
• Analytical thinking and structured problem-solving ability.
• Ability to work independently and collaboratively within a team.
• High integrity, reliability, and attention to detail.
• Ability to prioritise tasks effectively in a fast-paced environment.

How to Apply

All interested and qualified candidates should apply online through the official Centenary Bank recruitment portal using the link below: Click here to apply – IT Service Desk Officer, Centenary Bank

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