IT Operations Analyst – Service Desk

About the role

As an IT Operations Analyst at CloudFactory in Kampala, you will be the first point of contact for internal users, handling service requests and incidents to ensure the smooth operation of the company’s IT environment. This entry‑level position offers a solid foundation in IT support within a fast‑growing, mission‑driven organisation.

Key responsibilities

• Provide first‑line support for IT service requests and incidents, delivering timely information and solutions.
• Log and track all tickets, keep users informed of progress, and hand over unresolved issues to the appropriate team.
• Investigate reported incidents, gather relevant data, and allocate them according to established procedures.
• Support applications by following documented processes, collecting performance statistics, and performing routine maintenance tasks.
• Monitor service delivery against agreed Service Level Agreements and report on compliance.
• Assist in basic conflict resolution by identifying issues and escalating 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.

Required skills

• First‑line IT support and incident management.
• Application support and basic maintenance.
• Familiarity with service‑level monitoring and ticketing processes.