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2 Service Desk Agents jobs at National Information Technology Authority-Uganda (NITA-U) | Apply Now
Are you looking for Information Technology jobs in Uganda 2025 today? then you might be interested in 2 Service Desk Agents jobs at National Information Technology Authority-Uganda (NITA-U)
About the Organisation
The National Information Technology Authority-Uganda (NITA-U) is a government agency established to promote and regulate the use of information technology (IT) in Uganda, with a mission to harness technology for national development by providing strategic leadership in IT policy implementation and infrastructure development. Since its formation in 2009, NITA-U has earned recognition for driving key IT initiatives such as the national data center, e-government services, and the development of national IT policies that support the country's digital transformation.
NITA-U fosters a work culture of innovation, collaboration, and excellence, offering employees opportunities for professional development and work-life balance in a dynamic and supportive environment. The Authority's business model focuses on delivering secure, scalable IT solutions and fostering partnerships with both the public and private sectors to enhance the accessibility and quality of digital services. With a nationwide reach, NITA-U plays a central role in shaping Uganda's digital infrastructure, facilitating the digitalization of government services, and driving the country's tech innovation ecosystem.
The organization upholds core values of transparency, accountability, inclusivity, and service excellence, and integrates corporate social responsibility by supporting digital literacy programs, empowering communities, and ensuring equitable access to technology. For more information, visit www.nita.go.ug.
Kampala, Uganda
Full Time
Job Title
2 Service Desk Agents jobs at National Information Technology Authority-Uganda (NITA-U)
National Information Technology Authority-Uganda (NITA-U)
Job Description
Our Ref No: NITA/FA/003
VACANCY ANNOUNCEMENT
ORGANISATION PROFILE
The National Information Technology Authority-Uganda (NITA-U) was established as a statutory body under the National Information Technology Authority, Uganda Act, 2009. As one of the key players in the Information and Communications Technology sector, NITA-U is mandated to coordinate, promote, and monitor IT development within the context of national social and economic development. Its vision is: “Lives transformed through e-service delivery.”
APPOINTMENTS
Applications are invited from suitably qualified Ugandans who aspire to build their professional careers in a dynamic and fast-growing sector. The successful candidates will fill the following positions:
a. Manager, Compliance and Investigations (01)
b. Monitoring and Evaluation Analyst (01)
c. Service Desk Agents (02)
EMPLOYMENT TERMS
As a responsible and equal-opportunity employer, NITA-U is committed to providing competitive employment terms to successful candidates with the right qualifications, skills, competencies, and experience. Detailed job specifications, descriptions, and other relevant information are available on the NITA-U official website: www.nita.go.ug
Job Title: Service Desk Agents
Directorate: E-Government Services
Department: Service Delivery
Reports to: Service Desk Supervisor
Salary Grade: N6
Positions Reporting to this Role: None
Job Purpose
To provide first-level ICT support services to Government Ministries, Departments, and Agencies (MDAs) efficiently and effectively, in line with the National Information Technology Authority Uganda (NITA-U) Service Management Framework.
Duties, Roles and Responsibilities
Provide first-line technical support via phone, email, and remote access for ICT-related incidents and service requests from MDAs, escalating complex issues to higher-level or specialized teams as per escalation procedures.
Offer first-level guidance on software installation and configuration (e.g., client applications, antivirus utilities, printer drivers) to ensure smooth system operation and user adoption.
Escalate Tier 2 issues to relevant support teams within established Operational Level Agreement (OLA) and Service Level Agreement (SLA) timelines; escalate enterprise-solution issues to the Enterprise Solutions Support Team.
Collaborate with relevant units, teams, and functions within NITA-U to coordinate service delivery activities and monitor adherence to OLA and SLA commitments.
Maintain and update issue and request logs, ensuring all incidents and service requests are accurately and promptly recorded in the central IT Service Management (ITSM) system.
Provide timely feedback and updates to users regarding incident resolution, service requests, planned changes, and scheduled outages to enhance communication and user satisfaction.
Perform any other duties as may be assigned from time to time by the supervisor to support the effective functioning of the Service Desk.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Position Requirements
Education
Bachelor’s degree in Computer Science, Information Systems, Information Technology, Software Engineering, or a related field from a recognized university (mandatory).
Professional certification in ITIL or other relevant IT certifications such as MCSE, MCSA, or CCNA will be an added advantage.
Experience
Minimum of two (2) years of demonstrable experience providing first-level technical support in 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 in providing first-level ICT support within large enterprise environments using ITSM tools.
Good understanding of ITIL v4 service operations, including incident logging, escalation management, and SLA monitoring.
Strong troubleshooting skills for hardware, software, and network-related issues, particularly within Windows environments and basic network protocols (TCP/IP, DNS, DHCP).
Demonstrated ability to deliver customer-focused end-user support and maintain accurate service records and reports.
Awareness of cybersecurity principles and data protection standards (e.g., ISO/IEC 27001).
Excellent communication, teamwork, and analytical problem-solving abilities.
Nature and Scope
Interpersonal Skills
Excellent communication and active listening skills to effectively engage with end users, technical teams, and management.
Ability to maintain a professional, customer-oriented attitude when managing user requests or incidents.
Strong teamwork and collaboration skills to coordinate effectively with internal ICT teams and external service providers.
Capacity to explain technical information clearly and concisely to non-technical users.
Demonstrates patience, empathy, and adaptability, particularly in high-demand or time-sensitive situations.
Level of Responsibility
This position carries no direct supervisory responsibilities.
How to Apply
APPLICATION PROCESS
Interested applicants who meet the job requirements and possess the right personal attributes are invited to complete and submit their application form (downloadable from https://www.nita.go.ug/job-applications/job-application-form) along with:
A cover letter
Curriculum vitae
Copies of certificates and testimonials
Daytime telephone contact, postal, and email addresses of both the applicant and three referees
Applications should be sent to:
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
Email: hr@nita.go.ug
Deadline for applications: 21st November 2025 (not later than 17:00 hrs local time).
Notes:
Only soft copy applications will be accepted.
Applications will not be considered without a duly completed and signed standard application form.
Applicants may apply for a maximum of two positions.
5. FEEDBACK
Only successful candidates will be contacted. Any form of solicitation, influence peddling, or other “backdoor” attempts to influence the selection process will result in automatic disqualification without recourse.
6. PRIVACY NOTICE
Your privacy matters to us. NITA-U will use the information you provide solely to process your job application, ensure it is kept secure, and retain it no longer than necessary. You may request to access, correct, or erase your data at any time by writing to hr@nita.go.ug. The full privacy notice is available on our website: https://www.nita.go.ug/data-protection-privacy-notice
