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About the Organisation
IT Help Desk Officer job at NFT Consult Limited | Apply Now
Kampala, Uganda
NFT Consult is a premier human resources consultancy firm that has established itself as a leader in talent acquisition, management, and development across East Africa. Founded with a vision to bridge the gap between top talent and leading organizations, NFT Consult has consistently delivered exceptional HR solutions tailored to meet the unique needs of its clients.
Established in 2005, NFT Consult is a business process outsourcing firm headquartered in Kampala, Uganda, with additional offices in Hoima, South Africa, Kenya, Botswana, Rwanda, Tanzania, Zambia, Burundi, and South Sudan. The company specializes in executive search, staff recruitment, manpower outsourcing, HR process outsourcing, training, and talent development, aiming to transform organizations and unlock individual potential. NFT Consult serves clients across various sectors, including ICT, oil and gas, telecommunications, and financial services.
The firm fosters a work culture that emphasizes empathy, integrity, innovation, and diversity, offering job opportunities that align with these values. For more information, visit their official website at www.nftconsult.com.
Are you looking for Information Technology jobs in Uganda 2025 today? then you might be interested in IT Help Desk Officer job at NFT Consult Limited
Full Time
Deadline:
17 Oct 2025
Job Title
IT Help Desk Officer job at NFT Consult Limited
NFT Consult Limited
Job Description
Job Title: IT Help Desk Officer
Organisation: NFT Consult Limited
Duty Station: Kampala, Uganda
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.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
All candidates should apply online at the APPLY Button below.
Deadline: 17th October 2025
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How to Apply
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.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
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
