IT Service Desk Officer

• PositionIT Service Desk Officer
• CompanyBRAC Uganda Bank Limited
• Reports ToIT Service Manager
• LocationNot stated in the advert
• Job TypeFull Time
• CategoryICT Jobs in Uganda
• IndustryBanking
• DeadlineThursday, 5 November 2026

BRAC Uganda Bank Limited (BUBL) is a Tier II credit institution regulated by the Bank of Uganda. BRAC started microfinance in Uganda in 2006 as part of BRAC Uganda’s social development programmes, and the Bank of Uganda granted BRAC Uganda Bank its Tier II licence on 7 March 2019, allowing it to take deposits as well as lend.

The bank says it has the largest branch footprint in Uganda, with 162 branch locations covering 84 districts. It focuses on low-income communities, especially women in rural and hard-to-reach areas, through group microloans for women, small enterprise loans and savings products such as Flex Save, Wise Save and Safe Save.

BRAC Uganda Bank Ltd is an equal opportunities employer. It is committed to safeguarding children, young people and adults, and its recruitment includes extensive background checks and disclosure of criminal records.

The IT Service Desk Officer gives BRAC Uganda Bank staff one efficient point of contact with ICT for incidents and service requests, through phone, email and call management systems. The officer handles first line support, including password resets, locking and unlocking user accounts, and process and general enquiries, and responds to system warning alerts and monitoring tools.

Every incident and request must be logged, categorised, prioritised and assigned to the right internal or external resolver team. The officer chases resolver groups for feedback, updates users, escalates approaching or breached SLAs and alerts the business to high impact incidents. The role also keeps service desk procedures current, shares availability, incident, problem and change reports, and analyses trends in recurring incidents to prevent problems that affect front-line service delivery.

• Provide a single point of contact with ICT for incidents and service requests by phone, email and call management systems.
• Deliver first line support such as password resets, account locking and unlocking, and general enquiries.
• Respond to system warning alerts and check monitoring tools for service issues.
• Log, categorise, prioritise and assign all incidents and requests to the correct resolver teams.
• Alert the business and stakeholders to high impact incidents through service exception reports.
• Get feedback and completion estimates from resolver groups and update users regularly.
• Identify and escalate approaching or crystallised SLA breaches.
• Consolidate and share availability, incident, problem and change reports.
• Keep service desk processes and procedures up to date and suggest improvements.
• Analyse trends and recurring incidents and document resolutions to prevent future problems.

Required Education

• Bachelor’s degree in IT, Computer Science or a related field.

Work Experience

• A minimum of 2 years of experience.

Certification

• ITIL V3 Foundation.

Technical Knowledge

• ITIL: knowledge of IT Infrastructure Library processes and procedures.
• Service levels: knowledge of SLAs, availability and capacity plans, and working to deadlines.
• Problem solving: strong analytical skills to restore service quickly.
• Learning: ability to learn technical concepts quickly.

Soft Skills

• Customer care: high levels of customer care and good communication.
• Composure: calm under major pressure and incidents, decisive with strength of character.
• Teamwork: interpersonal skills and ability to work in a multicultural setting.

Not stated in the advert.

• Be the first ICT contact for staff across a large bank network.
• Build hands-on ITIL service desk experience in banking.
• Work with resolver teams, vendors and business units.
• Grow from first line support into wider IT service management.
• Join a bank focused on financial inclusion for women and rural communities.
• Simple email application with a clear deadline.

Email your application letter, Curriculum Vitae and copies of relevant academic documents, all in PDF, to [email protected]. Use IT Service Desk Officer as the email subject.

Address the application to the Head of Human Resources, BRAC Uganda Bank Ltd.

Deadline: not later than Thursday, 5 November 2026. If you do not hear from the bank within one month, consider yourself unsuccessful.

• Put your ITIL V3 Foundation certificate in the PDF pack.
• Show ticketing or call management tools you have used.
• Give examples of SLA targets you met.
• Use the exact job title as your email subject.
• Send one combined PDF if you can, and apply before 5 November 2026.