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IT Service Desk job at Bank of Uganda | Apply Now
Are you looking for Information Technology jobs in Uganda 2025 today? then you might be interested in IT Service Desk job at Bank of Uganda
About the Organisation
Bank of Uganda, the central bank of the country, plays a crucial role in safeguarding the stability of Uganda's financial system and ensuring the proper functioning of its economy. Its mission is to promote and maintain a sound monetary and financial system, contributing to the economic development and welfare of Uganda's citizens. The Bank has earned recognition for its stability, credibility, and transparent monetary policies, establishing itself as a key player in East Africa's financial landscape. Known for fostering a collaborative and inclusive work culture, Bank of Uganda offers a competitive employee value proposition, which includes opportunities for professional growth, training, and a supportive work environment.
Job opportunities at the Bank include a range of roles for individuals passionate about finance and economic policy, with flexible work arrangements promoting work-life balance. Established in 1966, the Bank has evolved over time, adopting new technologies and approaches to strengthen Uganda's banking system and improve financial accessibility. The Bank’s innovation extends to its operations and monetary policy, with modern financial tools and digital banking services playing a major role in enhancing the country's financial infrastructure.
With a significant influence over the banking sector, the Bank of Uganda serves both domestic and international markets, ensuring monetary stability and supporting the economy's overall growth. The institution’s core values include professionalism, transparency, and integrity, which drive its work and policies. Through its CSR initiatives, the Bank actively supports projects focused on education, health, and environmental sustainability to improve the lives of Ugandans. For more information, visit their website at www.bou.or.ug.
Uganda
Full Time
Job Title
IT Service Desk job at Bank of Uganda
Bank of Uganda
Job Description
Department: IT Operations and Infrastructure
Job Reference: ITO4.36
Job Title: IT Service Desk (1 position)
Rank: BOII
Reporting To: Team Leader, User Support Services
Supervises: None
Job Purpose:
To provide comprehensive first-level support for all IT applications and services across the Bank, ensuring timely and effective resolution of user issues. This role involves managing IT requests and incidents, troubleshooting hardware and software problems, and providing technical support to end-users according to ITIL best practices.
Duties, Roles and Responsibilities
Manage the lifecycle of IT requests and incidents in a banking environment, ensuring timely resolution and user satisfaction.
Use service desk management tools and ticketing systems to track and resolve IT issues.
Provide technical support for IT-related issues, including troubleshooting hardware, software, and network problems.
Diagnose and troubleshoot issues with banking applications and systems.
Monitor IT services to ensure optimal performance and availability.
Assist in provisioning and de-provisioning access to Bank applications and systems.
Provide user training and guidance on banking applications and systems.
Support the configuration and deployment of endpoint devices including computers, mobile devices, and peripherals.
Ensure IT support activities comply with internal policies, regulatory requirements, and industry standards.
Implement ITIL-based service management practices. Participate in the evaluation of IT-related procurements, ensuring technical requirements are met.
Undertake additional duties assigned by the Team Leader, User Support Services, from time to time.
Expected Outputs:
Individual Balanced Scorecard, daily, weekly, and monthly incident and request reports, service level agreement (SLA) compliance reports, configuration and change documentation, incident resolution reports, user satisfaction reports, user training and support documentation, User Acceptance Tests (UAT) reports, knowledge base article contributions, vendor performance and compliance reports.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Qualifications:
A First or Upper Second-Class degree in Computer Science, Information Security, Information Systems, Information Technology, or Engineering.
Professional certifications in IT Service Management (ITIL), CompTIA A+, CompTIA Network+, Google IT Support Professional Certificate, CompTIA Security+, Cisco Certified Network Associate (CCNA), Microsoft 365 Certified: Endpoint Administrator Associate, or Microsoft 365 Certified: Fundamentals.
Work Experience:
No experience required.
Age:
Not above 26 years as at close of the advert.
Competencies:
Technical competencies include proficiency in IT service management and incident management, experience with ITIL framework and service desk operations, knowledge of banking applications and systems, experience in providing technical support and troubleshooting IT issues in a financial environment, knowledge of Service Desk tools, Incident Management, IT Asset and Configuration Management, Change Enablement, and Continual Improvement. Experience with desktop operating systems (Windows, macOS) and office productivity tools, experience with user access provisioning and management, ability to manage and document IT incidents and resolutions, and familiarity with Bank of Uganda systems (preferred).
Behavioral competencies include strong communication and interpersonal skills, a high level of integrity and accountability, patience and empathy when dealing with user issues, ability to work effectively in a team environment, proactive and innovative mindset, attention to detail, decision-making abilities, and strong analytical and problem-solving skills.
How to Apply
Salary and Benefits
The positions offer competitive and attractive salary packages and benefits.
Application Process:
Applications must be submitted by completing the online application form at:
https://forms.office.com/r/xVa3z6FUbbPlease follow all instructions on the form carefully. Incomplete or inaccurate applications will be automatically disqualified.
Required Documents:
All applications must include the following scanned documents combined into a single file:
National ID (front and back) – This is mandatory. Ensure both sides are clearly visible.
Academic Qualification Certificates – Must correspond exactly to the qualifications listed in the job description.
Letter of Equivalence – Required for applicants whose first degree (Bachelor’s) was obtained from a foreign university, issued by the National Council of Higher Education.
Statutory Declaration – For applicants with discrepancies in name and/or date of birth, a duly registered declaration must be provided.
Important Notes:
Failure to attach all required documents will result in automatic disqualification.
Management reserves the right to disqualify or terminate applicants found to have provided false or misleading information or academic credentials.
Only shortlisted candidates will be contacted.
Deadline:
Applications must be submitted no later than 5:00 PM on Friday, 22 August 2025.
Management
5 August 2025
