IT Service Desk Analyst
AI summary
CloudFactory is hiring an IT Service Desk Analyst in Kampala, Uganda. This full-time entry-level role provides first-line IT support, incident management, and application support while maintaining accurate records. The position suits candidates with a bachelor's degree and around one year of experience who want to build foundational IT support skills in a mission-driven, fast-scaling organization.
- Full-time role based in Kampala, Uganda
- Entry-level position requiring a bachelor's degree
- Approximately one year of experience needed
- First-line IT support and incident management duties
- Standard working hours are 8 to 5
- English language proficiency required
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required1+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in factory, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest IT Service Desk Analyst evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to CloudFactory and the role in Not specified.
- Add concrete examples related to factory, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Uganda; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- BrighterMonday Uganda
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this IT Service Desk Analyst role in factory, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research CloudFactory before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
C
IT Service Desk Analyst
Cloudfactory
Today
New
Kampala
Full Time
IT & Telecoms
Confidential
Share link
Share on WhatsApp
Share on LinkedIn
Share on Facebook
Share on Twitter
Share via SMS
Job summary
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 of requests and resolutions. This is a great entry point to build foundational IT support
Experience
- within a mission-driven, fast-scaling organization.
- Min Qualification:
- Bachelors
- Level:
- Entry level
- Length:
- 1 year
- Language Requirement:
- English
- Working Hours:
- Full Time - 8 to 5
- Applicant
- Location:
- Uganda
- Job descriptions &
- within a mission-driven, fast-scaling organization.
- in an IT support, service desk, or administration role
- Nice-to-have Skills (preferred)
- Familiarity with ticketing or service management tools (e.g., Jira Service Management, ServiceNow)
- Basic understanding of ITIL concepts and incident management processes
- Exposure to Google Workspace or similar productivity and collaboration tools
Requirements
At CloudFactory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale.
More than just a workplace, we're a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.
Our Culture
At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:
Mission-Driven: We focus on creating economic and social impact
People-Centric: We care deeply about our team's growth, well-being, and sense of belonging
Innovative: We embrace change and find better ways to do things together
Globally Connected: We foster collaboration between diverse cultures and perspectives
If you're passionate about innovation, collaboration, and making a real impact, we'd love to have you on board!
Role Summary
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 of requests and resolutions. This is a great entry point to build foundational IT support
Must-have skills (required)
Customer service support: able to respond to common IT service requests by providing information to enable resolution, and maintain accurate records of actions taken
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 agreed maintenance tasks
Communication skills: sufficient oral and written communication skills for effective engagement with colleagues and internal users
Problem-solving: may require assistance in resolving unexpected problems, but can contribute to routine issue resolution
Team collaboration: aware of the need to collaborate with the team and represent user needs, with some external contact with customers, suppliers, or partners
Attention to detail: able to maintain accurate records and documentation of service requests, incidents, and actions taken
Academic and professional
Diploma or bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)
1-2 years of
Responsibilities
- Customer and end-user support
- 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
- Incident management
- Provide first-line investigation of reported incidents, gathering information to enable resolution
- Allocate incidents appropriately and advise relevant persons of actions taken
- Application support
- 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
- Service level monitoring
- Monitor and log the service provided against service level agreements
- Conflict resolution
- Assist in basic conflict resolution tasks, such as identifying issues and escalating them to the appropriate channels to support a positive working environment
- Team collaboration and communication
- Maintain sufficient oral and written communication skills for effective engagement with colleagues and internal users
- Have some external contact with customers, suppliers, and partners, and remain aware of the need to collaborate with the team and represent user needs
- Actively participate in team meetings, share ideas, and provide constructive feedback
- Maintain clear and timely communication with team members and managers, meeting deadlines and quality standards
Benefits
Great Mission and Culture
Meaningful Work
Market competitive salary
Quarterly variable compensation
Hybrid Working Model
Comprehensive medical cover
Group life insurance
Personal development and growth opportunities
At CloudFactory, we believe that work should be more than just a job—it should be a platform for growth, impact, and community. Here, you'll earn with purpose, learn every day, and serve a mission that truly matters. If you're looking for a career where you can develop professionally, contribute meaningfully, and be part of a global movement, we'd love to have you on this journey!
Join us today and be part of our mission to connect people and technology for a better world! Apply now and bring your whole, authentic self to work—we can't wait to meet you!
<
Log In and Apply
Important safety tips
Do not make any payment without confirming with the BrighterMonday Customer Support Team.
If you think this advert is not genuine, please report it via the Report Job link below.
Report Job