Vacancy title:
ICT Support

[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Computer & IT]

Jobs at:
Catholic Relief Services

Deadline of this Job:
Tuesday, September 30 2025

Duty Station:
Uganda | Kampala | Uganda

Summary
Date Posted: Friday, September 19 2025, Base Salary: Not Disclosed

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JOB DETAILS:

This is typically an entry-level or junior role focused on the end-user. The primary goal is to maintain day-to-day operations by resolving technical issues for staff (clients).

Key Responsibilities:

• First-Line Support: Acting as the first point of contact for user issues via phone, email, chat, or a ticketing system.
• Troubleshooting: Diagnosing and resolving common hardware and software problems (e.g., password resets, software installation, printer issues, email configuration).
• User Assistance: Providing guidance and training to users on how to use systems and applications effectively.
• Hardware Setup & Maintenance: Deploying, configuring, and repairing desktops, laptops, monitors, phones, and peripherals.
• Ticket Management: Logging, tracking, and documenting all support requests in a helpdesk system, ensuring issues are resolved or escalated appropriately.
• Basic Network Support: Troubleshooting basic network connectivity issues (e.g., "I can't get on the Wi-Fi").
• Knowledge Base: Creating and updating documentation and FAQ guides for common problems.

Required Skills & Traits:

• Excellent Customer Service: Patience, empathy, and clear communication are paramount.
• Problem-Solving: A logical and methodical approach to troubleshooting.
• Technical Knowledge: Understanding of Windows/macOS, Microsoft 365/Google Workspace, common software, and basic hardware.
• Time Management: Ability to handle multiple tickets and prioritize effectively.

Common Job Titles:

• IT Support Specialist
• Helpdesk Analyst
• Desktop Support Technician
• ICT Service Desk Officer

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure

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