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.
Key Responsibilities
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.
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.
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.
Participate in a rotational on-call schedule to provide 24/7 support for critical banking systems.
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.
Qualifications and Skills
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.
Ensure timely resolution of incidents affecting service availability
Log and categorize incidents/requests accurately
Escalate major incidents to the CIO within 10 minutes
Conduct post-resolution follow-ups, including detailed RCA documentation
Log change requests with clear descriptions and backout plans
Ensure all changes undergo post-implementation testing
Monitor compliance with SLAs for change closure
Send timely communications to stakeholders during major incidents
Prepare and share daily/weekly reports on incidents, changes, and request fulfillment metrics
Maintain accurate records of all troubleshooting steps, resolutions, and approvals
Participate in a rotational on-call schedule to provide 24/7 support
Adhere to the bank’s IT policies
Identify trends in incidents/changes and suggest improvements
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
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
bachelor degree
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JOB-68edeb6adb612
Vacancy title: IT Help Desk Officer
[Type: FULL_TIME, Industry: Professional Services, Category: Computer & IT]
Jobs at: NFT
Deadline of this Job: Saturday, October 25 2025
Duty Station: Kampala | Kampala | Uganda
Summary Date Posted: Tuesday, October 14 2025, Base Salary: Not Disclosed
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.
Key Responsibilities
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.
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.
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.
Participate in a rotational on-call schedule to provide 24/7 support for critical banking systems.
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.
Qualifications and Skills
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.
