IT Helpdesk Officer Job - I&M Bank Uganda

Job Title: IT Helpdesk Officer (Fresher Jobs)

Organisation: I&M Bank Uganda

Duty Station: Kampala, Uganda

Reports to: Supervisor, Systems Administration

About US:

I&M Bank is a leading banking and insurance group in Eastern Africa with a presence in Kenya, Mauritius, Rwanda, Tanzania and Uganda. I&M Bank Uganda is a commercial bank headquartered at Kampala Road plot 6/6A with a growing regional presence. The Bank offers a wide range of commercial banking and financial products and services, and prides itself on introducing innovative products and services based on the needs of its customers.

Job Summary: The IT Helpdesk Officer will provide first line technical service Desk support within the bank’s ICT service.

Key Duties and Responsibilities:

Act as a single point of contact for staff regarding technology issues and queries and provide first and second line support
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Provide needed information on IT products or services
Log, maintain and take ownership of issues in the Help Desk system and provide appropriate reporting information
Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
To maintain an asset (hardware & software) database and track changes
Ensure that all necessary reports and information are prepared on time and to the highest standard of accuracy
Carry out End of Day functions on the banking applications
Maintain security of the bank’s IT assets and the safety, confidentially and integrity of data held within bank’s computer systems

Qualifications, Skills and Experience:

The applicant must hold a BSc in Computer Science/Information Technology/ Software Engineering or any other IT related course from a recognized institution
One to two years of experience in a related IT role
Ability to troubleshoot the common network problems
Knowledge of the different hardware and software/Applications used on the network
Understanding of the different system configurations
Ability to solve common computer user problems
Knowledge of policies and procedures
The ability to think logically and work as a team
Strong customer care & problem-solving skills
Attention to details