Job Title: IT Service Desk (No Experience Help Desk Jobs)
Organization: Bank of Uganda (BoU)
Duty Station: Kampala, Uganda
About Organisation:
The Bank of Uganda (BoU) is the Central Bank of the Republic of Uganda. It was opened on the 15th August 1966. It is 100% owned by the Government of Uganda but it is not a government Department. Bank of Uganda conducts all its activities in close association with the Ministry of Finance, Planning and Economic Development (MoFPED). Bank of Uganda is responsible for monetary policy and maintaining price stability.
Job Summary: To provide comprehensive first-level support for all IT applications and services across the Bank, ensuring timely and effective resolution of user issues. This role involves managing IT requests and incidents, troubleshooting hardware and software problems, and providing technical support to end-users according to ITIL best practices.
Key Duties and Responsibilities:
- Manage the lifecycle of IT requests and incidents in a banking environment, ensuring timely resolution and user satisfaction
- Use service desk management tools and ticketing systems to track and resolve IT issues Provide technical support for IT-related issues, including troubleshooting hardware, software, and network problems
- Diagnosing and troubleshooting issues with banking applications and systems Monitor IT services to ensure optimal performance and availability Assist in provisioning and de-provisioning access to Bank applications and systems Provide user training and guidance on banking applications and systems Support the configuration and deployment of endpoint devices including computers, mobile devices, and peripherals
- Ensure IT support activities comply with internal policies, regulatory requirements, and industry standards
- Implement ITIL-based service management practices
- Participate in the evaluation of IT-related procurements, ensuring technical requirements are met
- Undertake additional duties assigned by the Team Leader, User Support Services, from time to time.
Expected Outputs
- Individual Balanced Scorecard
- Daily, weekly, and monthly incident and request reports
- Service level agreement (SLA) compliance reports
- Configuration and changing documentation
- Incident resolution reports
- User satisfaction reports
- User training and support documentation
- User Acceptance Tests (UAT) reports
- Knowledge base article contributions
- Vendor performance and compliance reports.
Qualifications, Skills and Experience:
- A First or Upper Second-Class degree in Computer Science, Information Security, Information Systems, Information Technology, or Engineering.
- Professional certifications in IT Service Management (ITIL), CompTIA A+, or CompTIA Network+, Google IT Support Professional Certificate, CompTIA Security+, Cisco Certified Network Associate (CCNA), Microsoft 365 Certified: Endpoint Administrator Associate, or Microsoft 365 Certified: Fundamentals.
Work Experience:
- No experience required
Age:
- Not above 26.0 years of age as at close of the advert.
Competencies:
Technical Competencies
- Proficiency in IT service management and incident management
- Experience with ITIL framework and service desk operations
- Knowledge of banking applications and systems
- Experience in providing technical support and troubleshooting IT issues in a financial environment
- Knowledge of Service Desk tools, Incident Management, IT Asset and
- Configuration Management, Change Enablement, and Continual Improvement
- Experience with desktop operating systems (Windows, macOS) and office
- productivity tools
- Experience with user access provisioning and management
- Ability to manage and document IT incidents and resolutions
- Experience with Bank of Uganda systems (preferred).
Behavioral
- Strong communication and interpersonal skills
- High level of integrity and accountability
- Patience and empathy when dealing with user issues
- Ability to work effectively in a team environment
- Proactive and innovative mindset
- Attention to detail and decision-making abilities
- Strong analytical and problem-solving skills.
How to Apply:
Applications should be submitted by filling out the online application link
Please follow the stated instructions in the form as accurately as possible. Note that inaccurate applications will be automatically disqualified.
Applications should be accompanied by;
- National ID (Front and Back) – Mandatory. Ensure both the front and back sides are scanned and visible.
- Academic Qualification Documents – Mandatory. These should match all the required qualifications mentioned in the job descriptions.
- Letter of Equivalence for the Class of Degree from the National Council of Higher Education for applicants whose first degree (Bachelor’s) was obtained from a foreign University.
- A duly registered Statutory Declaration for applicants with name and/or date of birth variations.
Note:
- Please ensure that all required documents are duly attached and MUST be scanned as one single document.
- Please note that failure to attach the required documents will lead to automatic disqualification.
- Management reserves the right to terminate applicants found with concealed or falsified information and academic credentials. Only shortlisted candidates will be contacted.
Deadline: 22nd August 2025
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 60