About SPIDD Africa Limited

SPIDD Africa Limited is a Kampala-based ICT infrastructure and cybersecurity consulting firm, trusted by leading banks, financial institutions and corporates across the region. As a Dell Technologies, Microsoft CSP, Trend Micro and Juniper partner, we design, implement and support mission-critical IT environments – and our Managed Services team is the engine that keeps client systems running smoothly every day.

About the Role

We are looking for bright, recent IT graduates to join our Managed Services team as Customer Service Officers – Help Desk. You will be the first point of contact for our clients’ technical support requests – monitoring email, phone and social media channels, logging and tracking tickets, keeping clients informed, and working closely with our engineers to ensure every issue is resolved within agreed service levels. No prior work experience is required: we are building this team through a structured Graduate Trainee Program and will train the right candidates from the ground up.

What You Will Do

• Be the first point of contact for all client technical requests across email, phone and social media.
• Filter inquiries and complaints and create accurate ticket references for every client issue.
• Track tickets against service level agreements (SLAs) and keep clients updated on progress.
• Liaise with engineers to obtain timely status updates on open tickets.
• Create and manage customer accounts on our ticketing portal.
• Produce regular reports on help desk performance and service trends.

What We Are Looking For

• A Bachelor’s Degree in Information Technology, Computer Science, or a related field, with good academic grades.
• A genuine interest in Networks, Cybersecurity, Infrastructure (server environments), Cloud or Hosting Technologies and customer service/support.
• Excellent communication skills and a customer-first attitude.
• Strong attention to detail, organization, and the ability to multitask.
• A proactive, eager-to-learn mindset – experience is not required, but enthusiasm and aptitude are essential.

What We Offer

• A structured, hands-on Graduate Trainee Program with mentorship from experienced engineers and staff.
• Exposure to enterprise networking, security, infrastructure, and cloud environments across top-tier clients as well as corporate operations
• A genuine path for career growth within SPIDD Africa’s Managed Services and technical teams.
• A collaborative, professional team culture focused on learning and excellence.

• Be the first point of contact for all client technical requests across email, phone and social media.
• Filter inquiries and complaints and create accurate ticket references for every client issue.
• Track tickets against service level agreements (SLAs) and keep clients updated on progress.
• Liaise with engineers to obtain timely status updates on open tickets.
• Create and manage customer accounts on our ticketing portal.
• Produce regular reports on help desk performance and service trends.

• Excellent communication skills
• Customer-first attitude
• Strong attention to detail
• Organization
• Ability to multitask
• Proactive, eager-to-learn mindset

• A Bachelor’s Degree in Information Technology, Computer Science, or a related field, with good academic grades.
• A genuine interest in Networks, Cybersecurity, Infrastructure (server environments), Cloud or Hosting Technologies and customer service/support.