IT Service Desk Analyst

Job Details

CloudFactory is a mission-driven team passionate about unlocking the potential of AI by combining advanced technology with a global network of talented people. As an IT Service Desk Analyst, you will provide first-line support for IT service requests and incidents, helping ensure colleagues have the tools and access they need to do their work. You will follow established procedures to resolve routine issues, escalate more complex problems to senior team members, and maintain accurate records. This is a full-time position based in Kampala, Uganda with a hybrid working model, market competitive salary, quarterly variable compensation, comprehensive medical cover, group life insurance, and personal development opportunities. Work Hours: 8 hours.

Key Duties and Responsibilities

• Respond to common requests for IT support by providing information to enable resolution.
• Promptly allocate unresolved requests to the appropriate team as needed.
• Maintain accurate records, keep users informed of progress, and advise relevant colleagues of actions taken.
• Provide first-line investigation of reported incidents, gathering information to enable resolution.
• Allocate incidents appropriately and advise relevant persons of actions taken.
• Follow agreed procedures to identify and resolve issues with applications.
• Use application management software and tools to collect agreed performance statistics.
• Carry out agreed application maintenance tasks.
• Monitor and log the service provided against service level agreements.
• Assist in basic conflict resolution tasks, such as identifying issues and escalating them to the appropriate channels.
• Maintain sufficient oral and written communication for effective engagement with colleagues and internal users, participate in team meetings, share ideas, and provide constructive feedback.

Qualifications, Skills and Requirements

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 1–2 years of experience in an IT support, service desk, or administration role.
• Customer service support: able to respond to common IT service requests and maintain accurate records.
• Incident handling: able to provide first-line investigation of incidents, gather relevant information, and escalate appropriately.
• Application support basics: able to follow agreed procedures to identify and resolve routine application issues and carry out maintenance tasks.
• Communication skills: sufficient oral and written communication for effective engagement.
• Problem-solving and team collaboration: aware of need to collaborate and represent user needs.
• Attention to detail in documentation.
• Nice-to-have: Familiarity with ticketing or service management tools (e.g., Jira Service Management, ServiceNow), basic understanding of ITIL concepts, exposure to Google Workspace.