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ICT Service Desk Officer job at Ugafode Microfinance Limited (MDI) | Apply Now
Are you looking for Computer/IT jobs in Uganda 2025 today? then you might be interested in ICT Service Desk Officer job at Ugafode Microfinance Limited (MDI)
Kampala, Uganda
Full Time
About the Organisation
UGAFODE Microfinance Limited (MDI) is a regulated financial institution in Uganda, committed to providing affordable and innovative financial services that promote economic and social transformation among underserved populations. Established in 1994 as the Uganda Agency for Development Limited, a non-governmental organization focused on offering group credit primarily to women, UGAFODE transitioned into a company limited by shares in September 2010 and obtained its Microfinance Deposit-taking Institution (MDI) license from the Bank of Uganda in October 2011.
The institution has since earned a solid reputation for delivering quality financial products, including loans, savings, and money transfer services, tailored to meet the diverse needs of clients in urban, peri-urban, and rural areas. With a network of 20 branches and three Sales and Customer Service Centres across the country, UGAFODE employs approximately 370 staff members dedicated to upholding the core values of integrity, customer focus, teamwork, and professionalism.
The organization fosters a collaborative work culture, offering employees opportunities for professional development and career growth within a supportive environment. UGAFODE's business model emphasizes financial inclusion through innovative products like UGAFODE Mobile, enhancing accessibility and convenience for clients. Demonstrating a strong commitment to corporate social responsibility, UGAFODE actively engages in community development initiatives aimed at improving livelihoods and promoting sustainable economic growth. For more information, visit their official website at www.ugafode.co.ug.
Job Title
ICT Service Desk Officer job at Ugafode Microfinance Limited (MDI)
Ugafode Microfinance Limited (MDI)
Job Description
Job Title: ICT Service Desk Officer
Organisation: UGAFODE Microfinance Limited (MDI)
Duty Station: Kampala, Uganda
Ref: HR/STAFF/VAC – 01/04/2025/1
Responsible for providing single point of contact for all aspects of ICT Services, support and management of issues logged with ICT Service Desk by managing all calls/emails at 1st Level and escalation as per ICT Services standards and compliance perspectives.
Duties, Roles and Responsibilities
Single Point of Contact (SPOC): Provides the single point of entry for handling ICT customer requests, queries through calls/emails. Categorizes, prioritizes and reassigns requests on the issues tracker; provides first level support and feedback to ensure efficient running of the User administration processes in the bank.
Incident coordination: Ensures incidents logging, manages progress and ensures availability of all diagnostic information. Handles stakeholder feedback in event of a systems high priority incident and coordinates resolutions by ICT Support staff/vendors per SLAs as well as coordination of ICT system issues escalations.
Request fulfilment: Responds to and manages user service requests i.e. access requests, change requests and ensure the proper requests management process is followed through.
System Monitoring: Monitors ICT systems uptime and performance through monitoring tools, alerts, dashboards and monitoring screens, maintains accurate log entries of requests with fault details, contact information, resolution details, and follows up information, and advises user of action taken.
ICT reporting: Prepares all relevant Service performance reports, daily, weekly and monthly status reports on ICT service levels for management’s attention.
Ensure Compliance: Operating in total adherence to all ICT operational process requirements regarding ICT desk services within; Risk, Ethical and Audit Compliance.
Business Continuity: implementing backup and recovery plans and procedures based on industry best practices, managing the security and disaster recovery aspects of a database through planning for backup & recovery of database information, Maintaining archived data as well as restoration of such databases.
SERVICES
COMMERCIAL
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INDUSTRIAL
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RESIDENTIAL
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COMMERCIAL
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INDUSTRIAL
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RESIDENTIAL
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COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Bachelor’s Degree in Computer Science, ICT, Engineering or other numerical biased field, Certification in ITIL or any other ICT certification is added advantage.
At least 1 year’s technical experience supporting ICT Service desk in medium to large organizations (preferably in financial institutions).
Ability to troubleshoot and resolve simple network problems, install and operate Operating systems and maintain ICT documentation.
Exceptional oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, write reports and correspondence; speak clearly to third parties and employees.
How to Apply
If you believe you meet the requirements as stated above, submit an application letter together with an up-to-date CV to our email: recruitment@ugafode.co.ug. Save the Documents as Your Full Name & indicate the job title you are applying for in the Email Subject Line. Your applications should be addressed to the Head of Human Resources
Deadline: 6th April 2025
Note: UGAFODE provides equal opportunity in employment to all people and therefore, women are encouraged to apply.
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