8 часов назад
IT Service Desk Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
IT Service Desk Analyst (IT Support): Providing first-line support for IT service requests, incidents, and routine application issues in a hybrid Kampala-based role with an accent on accurate record-keeping, service-level monitoring, and user communication. Focus on investigating incidents, escalating complex problems, maintaining application support procedures, and resolving routine issues across internal teams.
Location: Kampala, Central Region, Uganda; hybrid workplace
Company
combines advanced technology with a global network of people to make unusable data usable and support AI transformation at scale.
What you will do
- Provide first-line support for common IT service requests and internal user needs.
- Investigate incidents, gather relevant information, and escalate unresolved or complex issues.
- Support routine application troubleshooting, maintenance, and performance-statistics collection.
- Maintain accurate service-request, incident, and resolution records while keeping users informed.
- Monitor and log service delivery against service-level agreements.
- Collaborate with colleagues, customers, suppliers, and partners while representing user needs.
Requirements
- Experience handling common IT service requests and maintaining accurate documentation.
- Ability to investigate incidents, identify routine application issues, and escalate appropriately.
- Clear oral and written communication, problem-solving, attention to detail, and teamwork skills.
- Diploma or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- 1–2 years of experience in IT support, service desk, or administration.
Nice to have
- Familiarity with Jira Service Management, ServiceNow, or similar ticketing and service-management tools.
- Basic understanding of ITIL concepts and incident-management processes.
- Exposure to Google Workspace or similar productivity and collaboration tools.
Culture & Benefits
- Mission-driven, people-centric, innovative, and globally connected work environment.
- Hybrid working model.
- Market-competitive salary and quarterly variable compensation.
- Comprehensive medical cover and group life insurance.
- Personal development and professional growth opportunities.
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