Job Title: Service Desk Agent – 2 Positions
Organisation: National Information Technology Authority-Uganda (NITA-U)
Duty Station: Kampala, Uganda
About Organisation:
National Information Technology Authority-Uganda (NITA-U) is an autonomous statutory body established under the NITA-U Act 2009, The Authority is under the general supervision of the Ministry of Information Communications Technology and National Guidance (MOICT&NG). The National Information Technology Authority, Uganda was established with a mandate to coordinate, promote and monitor the development of IT in the context of social and economic development of Uganda.
Job Summary: Provide first-level ICT support to Government Ministries, Departments, and Agencies (MDAs) promptly, in accordance with the NITA-U service management framework.
Key Duties and Responsibilities:
- Provide first-level technical support via phone, email, and remote access for MDA ICT- related incidents and service requests, and escalate complex issues to second-level or expert teams in line with escalation procedures.
- Deliver first-level guidance on software installation and configuration (e.g., client applications, antivirus utilities, printer drivers) to facilitate smooth system use and adoption.
- Ensure timely escalation of Tier 2 issues to relevant support teams within defined Operational Level Agreement (OLA) and Service Level Agreement (SLA) timelines; escalate enterprise-solution issues to the Enterprise Solutions Support Team.
- Liaise with relevant units, teams, and functions within NITA-U to coordinate service delivery activities and monitor OLA/SLA compliance.
- Maintain and update the issue and request log, ensuring all incidents and service requests are accurately and promptly recorded in the central IT Service Management (ITSM) system.
- Provide timely feedback to internal and external users on incident resolution, service requests, changes, and planned outages to ensure effective communication and user satisfaction.
- Perform any other duties as may be assigned from time to time by the supervisor.
Qualifications, Skills and Experience:
- Minimum qualification of Bachelor’s Degree in Computer Science, Information Systems, Information Technology, Software Engineering, or a similar field from a recognized university
- Professional certification in ITIL and other relevant IT certifications, such as MCSE, MCSA, CCNA, etc., will be an added advantage.
Experience
- Minimum of two (2) years of demonstrated experience providing first-level technical support within a large enterprise or institutional ICT environment, preferably through a Service Desk or Help Desk function using IT Service Management (ITSM) tools and frameworks.
Technical Expertise
- Proven experience providing first-level technical support in large enterprise environments using ITSM tools.
- Good understanding of ITIL v4 service operations, including incident logging, escalation, and SLA tracking.
- III. Strong troubleshooting skills for hardware, software, and network issues across Windows and basic network protocols (TCP/IP, DNS, DHCP).
- Demonstrated ability to deliver customer-focused end-user support and maintain accurate service logs and reports.
- Awareness of cybersecurity best practices and data protection standards (ISO/IEC 27001).
- Excellent communication, teamwork, and problem-solving abilities
Nature and Scope
Interpersonal Skills
- Excellent communication and active listening skills to effectively interact with end users, technical teams, and management.
- Ability to maintain a professional, customer-oriented attitude when handling user requests or incidents.
- Strong teamwork and collaboration skills to coordinate with internal ICT teams and external service providers.
- Proven ability to explain technical information clearly to non-technical users.
- Demonstrates patience, empathy, and adaptability in high-demand or time- sensitive situations.
How to Apply:
All interested applicants who meet the job requirements/specifications and with the right personal attributes are invited to complete and submit their application for, Download Here, with a cover letter, supported by curriculum vitae, copies of certificates and testimonials, and must specify day time telephone contact and email addresses of both the applicant and three referees, to the address below.
The Executive Director,
National Information Technology Authority – UGANDA (NITA-U),
Palm Courts, Plot 7A, Rotary Avenue (former Lugogo Bypass)
P.O. Box 33151, Kampala-Uganda
Tel: 0417 801 038
via email: [email protected]
Deadline: 21st November 2025
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Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 24