Background

ASA Microfinance Uganda Ltd (ASA Uganda) is a for-profit, non-deposit taking Microfinance Institution, operating as a microfinance company and regulated by the Uganda Microfinance Regulatory Authority (UMRA). ASA Microfinance Uganda Ltd is also a member of the Association of Microfinance Institutions of Uganda (AMFIU). ASA Uganda commenced operations in 2013. ASA Uganda is a subsidiary of ASA International, one of the world’s largest international microfinance institutions globally and operates in 13 countries in Africa and Asia. The company was listed in the premium segment on the London Stock Exchange in July ’2018. ASA Microfinance (U) Ltd is seeking for professional, confident, self-motivated, and committed team players to reinforce its capacity by filling the following vacant positions:

IT Service Desk Officer

Reporting Relationships: Roles that report to this position directly and indirectly.

Stakeholder Management: Key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Job Title: IT Service Desk Officer

Reports to: Business Support Manager

Department: IT

Grade: VI

Direct Reports: N/A

Internal: All departments.

External: N/A

Job Purpose: To operate the centralized IT Service Desk function at Head Office by providing first-line user support, managing incidents and service requests, ensuring timely issue resolution, maintaining service quality standards, and delivering an efficient, user-centric IT support experience across ASA Microfinance Uganda Ltd.

Key Duties and Responsibilities:

IT Service Desk Operations & User Support (35% weighting):

• Serve as the primary point of contact for all IT incidents, service requests, and user inquiries logged through phone, email, ticketing system, or walk-ins.
• Provide first-level technical support for end-user computing devices, business applications, collaboration tools, and network access issues.
• Ensure accurate ticket logging, categorization, prioritization, and assignment in line with IT Service Management (ITSM) procedures.
• Monitor ticket queues continuously and ensure timely response and resolution within agreed Service Level Agreements (SLAs).
• Escalate unresolved or complex incidents to relevant infrastructure, applications, or vendor support teams.

Incident, Request & Problem Coordination (20% weighting):

• Track and coordinate incident resolution activities across support teams to minimize business disruption.
• Identify recurring incidents and support problem management initiatives through root cause analysis and trend reporting.
• Coordinate user communication during major incidents, planned maintenance, or service interruptions.
• Maintain incident history, resolution documentation, and known error databases for faster support delivery.

IT Service Quality & Customer Experience (25% weighting):

• Ensure professional, responsive, and customer-focused support to all users across Head Office and branches.
• Conduct user follow-ups to confirm issue resolution and customer satisfaction.
• Monitor service performance metrics and contribute to continuous service improvement initiatives.
• Support user onboarding activities including account setup, system access provisioning, and orientation support.

IT Asset & Access Support Administration (10% weighting):

• Support tracking and issuance of end-user IT equipment including laptops, desktops, printers, and accessories.
• Support user account management activities including password resets, access requests, and deprovisioning.

Reporting, Compliance & Continuous Improvement (10% weighting):

• Prepare periodic service desk performance reports including ticket volumes, SLA adherence, incident trends, and user satisfaction metrics.
• Ensure compliance with IT policies, security standards, and operational procedures during support activities.
• Contribute to development and enhancement of service desk processes, knowledge articles, and support standards.
• Support IT audits, governance reviews, and operational risk management activities where required.

Ideal Job Specifications:

Academic qualifications: University degree in Information technology/Computer Science or related field.

Professional training: Training and/or certification below is an added advantage: Incident, request, and problem management processes.

Desired work experience: One year's experience in IT support. Experience in Banking/Microfinance environment is an added advantage.

Technical Competencies:

• Knowledge of IT Service Management (ITSM) processes including incident, request, and problem management support.
• Basic knowledge of service desk/ticketing systems and remote support tools.
• Basic understanding of Windows operating systems, Microsoft 365, end-user devices, printers, and web applications.
• Basic understanding of networking concepts including LAN, WAN, VPN, and wireless connectivity.
• Ability to understand user issues systematically to assign for proper prioritisation and escalation.

Behavioural Competencies:

• Strong customer service orientation with ability to handle users professionally under pressure.
• Good communication skills.
• High attention to detail and good organizational capabilities.
• A trainable, quick learner with problem-solving & analytical thinking abilities.
• Ability to work collaboratively within cross-functional IT teams while maintaining accountability.

• Serve as the primary point of contact for all IT incidents, service requests, and user inquiries logged through phone, email, ticketing system, or walk-ins.
• Provide first-level technical support for end-user computing devices, business applications, collaboration tools, and network access issues.
• Ensure accurate ticket logging, categorization, prioritization, and assignment in line with IT Service Management (ITSM) procedures.
• Monitor ticket queues continuously and ensure timely response and resolution within agreed Service Level Agreements (SLAs).
• Escalate unresolved or complex incidents to relevant infrastructure, applications, or vendor support teams.
• Track and coordinate incident resolution activities across support teams to minimize business disruption.
• Identify recurring incidents and support problem management initiatives through root cause analysis and trend reporting.
• Coordinate user communication during major incidents, planned maintenance, or service interruptions.
• Maintain incident history, resolution documentation, and known error databases for faster support delivery.
• Ensure professional, responsive, and customer-focused support to all users across Head Office and branches.
• Conduct user follow-ups to confirm issue resolution and customer satisfaction.
• Monitor service performance metrics and contribute to continuous service improvement initiatives.
• Support user onboarding activities including account setup, system access provisioning, and orientation support.
• Support tracking and issuance of end-user IT equipment including laptops, desktops, printers, and accessories.
• Support user account management activities including password resets, access requests, and deprovisioning.
• Prepare periodic service desk performance reports including ticket volumes, SLA adherence, incident trends, and user satisfaction metrics.
• Ensure compliance with IT policies, security standards, and operational procedures during support activities.
• Contribute to development and enhancement of service desk processes, knowledge articles, and support standards.
• Support IT audits, governance reviews, and operational risk management activities where required.

• Knowledge of IT Service Management (ITSM) processes including incident, request, and problem management support.
• Basic knowledge of service desk/ticketing systems and remote support tools.
• Basic understanding of Windows operating systems, Microsoft 365, end-user devices, printers, and web applications.
• Basic understanding of networking concepts including LAN, WAN, VPN, and wireless connectivity.
• Ability to understand user issues systematically to assign for proper prioritisation and escalation.
• Strong customer service orientation with ability to handle users professionally under pressure.
• Good communication skills.
• High attention to detail and good organizational capabilities.
• A trainable, quick learner with problem-solving & analytical thinking abilities.
• Ability to work collaboratively within cross-functional IT teams while maintaining accountability.

• University degree in Information technology/Computer Science or related field.
• Training and/or certification in Incident, request, and problem management processes is an added advantage.