IT Service Desk Analyst (Entry Level)

About the role

CloudFactory is looking for an IT Service Desk Analyst to join its Kampala team. This entry‑level position provides first‑line support for internal users, ensuring they have the technology and access required to perform their jobs.

Key responsibilities

• Respond to routine IT service requests and provide clear guidance to resolve them.
• Log, track and communicate progress on tickets, escalating unresolved issues to the appropriate team.
• Perform first‑line incident investigation, gather relevant information and assign incidents according to established procedures.
• Support applications by following documented processes, collecting performance data and carrying out scheduled maintenance tasks.
• Monitor service levels against agreed SLAs and keep records of performance.
• Assist with basic conflict resolution by identifying issues and routing them to the correct channels.

Required profile

• Entry‑level candidate with up to 12 months of relevant experience.
• Strong communication skills and a customer‑focused attitude.
• Ability to follow documented procedures and maintain accurate records.
• Willingness to work in a fast‑scaling, mission‑driven environment.

Required skills

What we offer

• Opportunity to build foundational IT support experience within a global, purpose‑focused company.
• Collaborative culture that values growth, well‑being and diversity.