Service Desk Agent job at National Information Technology Authority- Uganda ( NITA-U )

Job Purpose

Provide first-level ICT support to Government Ministries, Departments, and Agencies (MDAs) promptly, in accordance with the NITA-U service management framework.

Key Accountabilities

• Provide first-level technical support via phone, email, and remote access for MDA ICT-related incidents and service requests, and escalate complex issues to second-level or expert teams in line with escalation procedures.
• Deliver first-level guidance on software installation and configuration (e.g., client applications, antivirus utilities, printer drivers) to facilitate smooth system use and adoption.
• Ensure timely escalation of Tier 2 issues to relevant support teams within defined Operational Level Agreement (OLA) and Service Level Agreement (SLA) timelines; escalate enterprise-solution issues to the Enterprise Solutions Support Team.
• Liaise with relevant units, teams, and functions within NITA-U to coordinate service delivery activities and monitor OLA/SLA compliance.
• Maintain and update the issue and request log, ensuring all incidents and service requests are accurately and promptly recorded in the central IT Service Management (ITSM) system.
• Provide timely feedback to internal and external users on incident resolution, service requests, changes, and planned outages to ensure effective communication and user satisfaction.
• Perform any other duties as may be assigned from time to time by the supervisor.

Position Requirements

Education

• Minimum qualification of Bachelor’s Degree in Computer Science, Information Systems, Information Technology, Software Engineering, or a similar field from a recognized university
• Professional certification in ITIL and other relevant IT certifications, such as MCSE, MCSA, CCNA, etc., will be an added advantage.

Experience

• Minimum of two (2) years of demonstrated experience providing first-level technical support within a large enterprise or institutional ICT environment, preferably through a Service Desk or Help Desk function using IT Service Management (ITSM) tools and frameworks.

Technical Expertise

• Proven experience providing first-level technical support in large enterprise environments using ITSM tools.
• Good understanding of ITIL v4 service operations, including incident logging, escalation, and SLA tracking.
• Strong troubleshooting skills for hardware, software, and network issues across Windows and basic network protocols (TCP/IP, DNS, DHCP).
• Demonstrated ability to deliver customer-focused end-user support and maintain accurate service logs and reports.
• Awareness of cybersecurity best practices and data protection standards (ISO/IEC 27001).
• Excellent communication, teamwork, and problem-solving abilities

Nature and Scope

Interpersonal Skills

• Excellent communication and active listening skills to effectively interact with end users, technical teams, and management.
• Ability to maintain a professional, customer-oriented attitude when handling user requests or incidents.
• Strong teamwork and collaboration skills to coordinate with internal ICT teams and external service providers.
• Proven ability to explain technical information clearly to non-technical users.
• Demonstrates patience, empathy, and adaptability in high-demand or time-sensitive situations.

Level of responsibility

• No direct supervisory responsibilities

• Provide first-level technical support via phone, email, and remote access for MDA ICT-related incidents and service requests, and escalate complex issues to second-level or expert teams in line with escalation procedures.
• Deliver first-level guidance on software installation and configuration (e.g., client applications, antivirus utilities, printer drivers) to facilitate smooth system use and adoption.
• Ensure timely escalation of Tier 2 issues to relevant support teams within defined Operational Level Agreement (OLA) and Service Level Agreement (SLA) timelines; escalate enterprise-solution issues to the Enterprise Solutions Support Team.
• Liaise with relevant units, teams, and functions within NITA-U to coordinate service delivery activities and monitor OLA/SLA compliance.
• Maintain and update the issue and request log, ensuring all incidents and service requests are accurately and promptly recorded in the central IT Service Management (ITSM) system.
• Provide timely feedback to internal and external users on incident resolution, service requests, changes, and planned outages to ensure effective communication and user satisfaction.
• Perform any other duties as may be assigned from time to time by the supervisor.

• Proven experience providing first-level technical support in large enterprise environments using ITSM tools.
• Good understanding of ITIL v4 service operations, including incident logging, escalation, and SLA tracking.
• Strong troubleshooting skills for hardware, software, and network issues across Windows and basic network protocols (TCP/IP, DNS, DHCP).
• Demonstrated ability to deliver customer-focused end-user support and maintain accurate service logs and reports.
• Awareness of cybersecurity best practices and data protection standards (ISO/IEC 27001).
• Excellent communication, teamwork, and problem-solving abilities

• Minimum qualification of Bachelor’s Degree in Computer Science, Information Systems, Information Technology, Software Engineering, or a similar field from a recognized university
• Professional certification in ITIL and other relevant IT certifications, such as MCSE, MCSA, CCNA, etc., will be an added advantage.