Job Title: IT Help Desk Officer
Organisation: NFT Consult
Duty Station: Kampala, Uganda
About Organisation:
NFT Consult Limited is a business process outsourcing firm with offices in Uganda, South Africa, Kenya, Botswana Rwanda, Tanzania, Zambia, Burundi and South Sudan.
Job Summary: The IT Help Desk Officer is responsible for providing first-line technical support to ensure the efficient operation of IT services within the banking environment. The role involves managing incidents, fulfilling service requests, and adhering to strict SLAs while maintaining high standards of communication and documentation.
Key Duties and Responsibilities:
Incident Management and Request Fulfillment
- Ensure timely resolution of incidents affecting service availability, with a target MTTR (Mean Time to Resolve) of less than 3 hours for critical issues.
- Log and categorize incidents/requests accurately, assigning correct priorities and services impacted.
- Escalate major incidents to the CIO within 10 minutes of detection and provide continuous updates to stakeholders.
- Conduct post-resolution follow-ups, including detailed RCA (Root Cause Analysis) documentation within 24 hours.
Change Management
- Log change requests with clear descriptions, detailed backout plans, and correct attachments (e.g., UAT, approvals).
- Ensure all changes undergo post-implementation testing to validate service functionality.
- Monitor compliance with SLAs for change closure, including proper documentation and adherence to timelines.
Communication and Reporting
- Send timely communications to stakeholders during major incidents (within 10–20 minutes) and provide regular updates until resolution.
- Prepare and share daily/weekly reports on incidents, changes, and request fulfillment metrics.
- Maintain accurate records of all troubleshooting steps, resolutions, and approvals.
After-Hours and Weekend Support
- Participate in a rotational on-call schedule to provide 24/7 support for critical banking systems.
- Log incidents within 15 minutes of reporting during off-hours and escalate as needed.
Compliance and Continuous Improvement
- Adhere to the bank’s IT policies, including change management protocols and incident response procedures.
- Identify trends in incidents/changes and suggest improvements to reduce future disruptions.
Key Performance Indicators (KPIs)
- Incident Management: ≥90% resolution SLA compliance.
- 100% major incident escalation to CIO within 10 minutes.
- 100% of changes logged with detailed descriptions and backout plans.
- ≥85% of changes closed within SLA.
- 100% stakeholder updates sent within 20 minutes for critical incidents.
Qualifications, Skills and Experience:
- Diploma/Degree in IT, Computer Science, or related field.
- 2+ years in IT support, preferably in banking/financial services.
- Familiarity with ITIL processes (Incident, Change, Problem Management).
- Proficiency in ITSM tools (e.g., ServiceNow, JIRA).
- Knowledge of banking systems (e.g., Core Banking, ATMs, Payment Gateways).
- Strong communication and stakeholder management abilities.
- Analytical mindset with attention to detail.
- Rotational shifts, including weekends and on-call duty, Fast-paced environment with strict adherence to SLAs
How to Apply:
All candidates should apply online at the link below.
Deadline: 17th October 2025
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Level of Education: Diploma, Associate’s Degree
Work Hours: 8
Experience in Months: 24