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About the Organisation
IT Help Desk Officer job at NFT Consults Ltd | 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 IT jobs in Uganda 2025 today? then you might be interested in IT Help Desk Officer job at NFT Consults Ltd
Full Time
Deadline:
4 Jun 2025
Job Title
IT Help Desk Officer job at NFT Consults Ltd
NFT Consults Ltd
Job Description
The IT Help Desk Officer is responsible for managing incidents, fulfilling service requests, and participating in change management within a fast-paced banking IT environment. The role demands timely issue resolution, accurate documentation, escalation of major incidents, and round-the-clock support through a rotational on-call schedule. The officer will also be responsible for stakeholder communication and reporting, with a focus on adherence to ITIL processes and continuous service improvement.
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.
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How to Apply
Log and categorize incidents/requests, ensuring accurate prioritization.
Resolve incidents in a timely manner with MTTR of <3 hours for critical issues.
Escalate major incidents to the CIO within 10 minutes and update stakeholders regularly.
Conduct post-resolution reviews and submit Root Cause Analysis within 24 hours.
Log change requests with proper documentation and backout plans.
Ensure post-implementation testing for all changes.
Provide detailed reports on incidents, changes, and fulfillment metrics.
Maintain records of all troubleshooting, approvals, and resolutions.
Participate in a rotational on-call schedule, including weekends and after-hours.
Identify and suggest process improvements to reduce recurring issues.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Minimum Qualifications:
Diploma or Degree in IT, Computer Science, or a related field.
Minimum of 2 years of IT support experience, preferably in banking or financial services.
Skills and Competencies:
Strong knowledge of ITIL (Incident, Change, and Problem Management).
Proficiency in ITSM tools like ServiceNow or JIRA.
Familiarity with banking systems (e.g., Core Banking, ATMs, Payment Gateways).
Strong communication and stakeholder management skills.
Analytical and detail-oriented mindset.
Willingness to work rotational shifts, including weekends and on-call duty.
