About the Group

The National Information Technology Authority-Uganda (NITA-U) is a government agency that was set up to encourage and control the use of information technology (IT) in Uganda. Its goal is to use technology for national development by providing strategic leadership in the development of IT policy and infrastructure.

Since it was created in 2009, NITA-U has been praised for leading important IT projects like the national data center, e-government services, and the creation of national IT policies that help the country go digital.

NITA-U encourages a work culture of innovation, cooperation, and quality. It gives employees chances to grow professionally and balance their work and personal lives in a dynamic and supportive setting.

The Authority's business model is based on providing safe, scalable IT solutions and building collaborations with both the public and private sectors to improve the quality and availability of digital services.

NITA-U has a big impact on Uganda's digital infrastructure, helps make government services more digital, and drives the country's ICT innovation environment.

The organization supports digital literacy programs, empowers communities, and makes sure that everyone has fair access to technology as part of its corporate social responsibility. It also promotes openness, responsibility, inclusivity, and service quality.

Visit www.nita.go.ug for additional details.

Job Description

Our Ref No: NITA/FA/003

ANNOUNCEMENT OF A JOB OPENING

PROFILE OF THE ORGANIZATION

The National Information Technology Authority-Uganda (NITA-U) was set up as a legal organization under the National Information Technology Authority, Uganda Act, 2009.

NITA-U is one of the most important organizations in the Information and Communications Technology (ICT) field. Its job is to coordinate, promote, and keep an eye on IT development in the context of national social and economic growth.

The goal is to "transform lives through e-service delivery."

APPOINTMENTS

We are looking for competent Ugandans who want to expand their careers in a fast-growing and dynamic field.

The people who get the jobs will do the following:

• a. Manager of Investigations and Compliance (01)
• b. Analyst for Monitoring and Evaluation (01)
• c. Service Desk Agents (02)

TERMS OF EMPLOYMENT

NITA-U is a fair and responsible employer that is devoted to offering competitive job conditions to qualified applicants with the relevant skills, competencies, and experience.

You can find detailed job descriptions, specifications, and other important information on the official NITA-U website: www.nita.go.ug

Job Title: Agents for the Service Desk

Department of Service Delivery, Directorate of E-Government Services

Salary Grade: N6

Reports to: Service Desk Supervisor

Jobs that report to this role: None

Job Goal

To give the Government Ministries, Departments, and Agencies (MDAs) first-level ICT support services that are both quick and good, following the National Information Technology Authority Uganda (NITA-U) Service Management Framework.

Duties, Roles, and Responsibilities

• Provide first-line technical assistance for ICT-related problems and service requests from MDAs over the phone, via email, and through remote access. If an issue is too complicated, follow escalation protocols to send it to a higher-level or specialized team.
• Provide basic help with installing and setting up software (such client apps, antivirus programs, and printer drivers) to make sure the system runs smoothly and users accept it.
• If you have a Tier 2 problem, you should send it to the right support teams within the time frames set by the Operational Level Agreement (OLA) and Service Level Agreement (SLA). If you have an enterprise-solution problem, you should send it to the Enterprise Solutions Support Team.
• Work with the right units, teams, and departments within NITA-U to plan service delivery and make sure that everyone is following their OLA and SLA responsibilities.
• Keep problem and request logs up to date, making sure that all events and service requests are recorded correctly and quickly in the central IT Service Management (ITSM) system.
• To improve communication and customer happiness, give users quick feedback and updates on how incidents are being handled, service requests, planned improvements, and scheduled downtime.
• Do any other tasks that your boss may ask you to do from time to time to help the Service Desk run smoothly.

Competencies, Education, and Qualifications

Requirements for the Position

Schooling

• You must have a bachelor's degree in computer science, information systems, information technology, software engineering, or a similar discipline from a school that is well-known.
• Having a professional qualification in ITIL or any related IT certification, like MCSE, MCSA, or CCNA, will be a plus.

Experience

• At least two (2) years of proven experience delivering first-level technical support in a large business or institutional ICT setting, preferably through a Service Desk or Help Desk function employing IT Service Management (ITSM) tools and frameworks.

Knowledge of Technology

• Proven expertise provide first-level ICT support in big companies using ITSM tools.
• Good knowledge of ITIL v4 service operations, such as reporting incidents, managing escalations, and keeping an eye on SLAs.
• Good at fixing problems with hardware, software, and networks, especially in Windows settings and with basic network protocols like TCP/IP, DNS, and DHCP.
• Proven ability to provide customer-focused support to end users and keep accurate records and reports of service.
• Knowledge of data protection standards and cybersecurity principles, such as ISO/IEC 27001.
• Great at talking to others, working as a team, and figuring things out.

The Nature and Scope

Skills for Dealing with Other People

• Excellent communication and active listening abilities to work well with end users, technical teams, and management.
• Ability to keep a professional, customer-focused attitude when dealing with user requests or problems.
• You need to be able to work well with others and on your own to coordinate well with both internal ICT teams and outside service providers.
• Ability to clearly and briefly explain technical knowledge to others who aren't technical.
• Shows patience, understanding, and the ability to change, especially when things are busy or time-sensitive.

How much responsibility

This post does not have any direct supervisory duties.

How to Apply: THE APPLICATION PROCESS

People who are interested in the position and meet the requirements are welcome to fill up and send in their application form, which can be downloaded from https://www.nita.go.ug/job-applications/job-application-form.

• A letter of cover
• Your resume
• Copies of letters of recommendation and certificates
• Daytime phone numbers, mailing addresses, and email addresses for both the applicant and three references

Send applications to:

The Executive Director of the National Information Technology Authority – UGANDA (NITA-U)
Palm Courts, Plot 7A, Rotary Avenue (the old Lugogo bypass)
P.O. Box 33151, Kampala-Uganda
Tel: 0417 801 038
hr@nita.go.ug

The deadline for applications is November 21, 2025, at 5:00 p.m. local time.

Notes:

• We will only accept applications that are in soft copy.
• Without a properly filled out and signed standard application form, applications will not be looked at.
• People who want to work for the company can only apply for two jobs.

5. COMMENTS

We will only get in touch with people who have been chosen.

If you try to influence the selection process in any way, such as by soliciting, offering favors, or other "backdoor" methods, you will be disqualified without any chance to appeal.

6. NOTICE OF PRIVACY

We care about your privacy.

NITA-U will only use the information you give them to process your job application, keep it safe, and keep it for as long as they need to.

You can ask to see, fix, or delete your data at any time by emailing hr@nita.go.ug.

You may find the complete privacy notice on our website at https://www.nita.go.ug/data-protection-privacy-notice.

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