IT Service Desk Analyst
AI summary
CloudFactory is hiring an IT Service Desk Analyst in Kampala, Uganda. The role provides first-line IT support, incident management, and application support while maintaining accurate records and escalating complex issues. This is an entry-level opportunity to build foundational IT support experience within a global AI technology company.
- First-line IT support role in a global technology company
- Located in Kampala, Uganda
- Entry-level position with 1–2 years experience required
- Application deadline: 15 September 2026
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.
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 Ugandan Jobline; 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
- Ugandan Jobline
- 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
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Original source description
Home
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Information Technology (IT) and Data Jobs in Uganda
IT Service Desk Analyst Jobs – CloudFactory
CloudFactory
Posted
9 hours ago
Closes 15 Sep
☆
Job Title:
IT Service Desk Analyst
Organisation:
CloudFactory
Duty Station:
Kampala, Uganda
About Organisation:
CloudFactory is a global technology company that provides AI enablement platforms, AI consulting, and structured data processing. Founded in 2010 by Mark Sears, the company connects machine learning teams with a managed, global workforce to train, validate, and run AI models safely.
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.
- Key Duties and
- Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
- 1–2 years of
- in an IT support, service desk, or administration role.
- 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.
- 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.
- How to Apply:
- All suitably qualified and Interested applicants should apply online at the link below.
- Opens the employer’s application page
- Apply Now →
- NB: Only shortlisted candidates will be contacted.
- For more of the latest jobs, please visit
- https://www.theugandanjobline.com
- or find us on our facebook page
- https://www.facebook.com/UgandanJobline
- Level of
- in Months: 12
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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.
- Qualifications, Skills and
Education
- associate degree
- Work Hours: 8