Housing Finance Bank is a Commercial Bank and the leading provider of housing finance solutions with a vision to be the preferred consumer and business bank with a focus on housing finance. To attain its strategic objectives efficiently and effectively, Housing Finance Bank is seeking to hire qualified, versatile, and self-driven individuals to fill  vacant positions in its establishment below

Department: Business Technology

Reports To: Manager IT Services

Direct Reports:

Direct - None

Indirect - None

Interacts/Interfaces with:

Internal - All Bank Staff (Head Office and Branches)

External - IT vendors and consultants

Job Purpose:

• To Provide 1st Line support to the Bank internal users in a re-active and pro-active manner for incidents, service requests and

change requests logged with the Business Technology department.

• This role is responsible for recording, tracking, prioritizing, escalating and resolving end user incidents, service requests and

change requests in a timely manner. The role ensures efficient customer service and positive image of the IT department and

the Bank at large.

Key Result Areas:

• Act as a single point of contact for phone calls, emails, manage calls that are logged through the Service Desk ticketing system, prioritize, escalate and resolve calls within SLA target.

• Provides 1st line support for all IT services; troubleshoot and solve technical problems on computer hardware, software and network connectivity.

• Provides periodic Service Desk reports on call trends.

• Ensure updated users exist in all Bank systems (review leavers/joiners/movers’ status).

• Follow up with IT support staff and external service providers (service resources) to ensure incidents are resolved in a timely manner and the customer communication is complete.

• Document issue resolution processes and continuously update the knowledge database (KEDB)

• Support the IT Change Management process with logging, tracking and reporting.

Financial Responsibility: None

Person Specifications

Education & Training:

1. Bachelor of Computer Science / Information Technology/ Business Computing/ Information Systems or related field having

obtained at least a first class or second-class upper degree and graduated by January 2025.

Skills & Experience:

• Graduated with a bachelor’s degree within the last one year

Business Behaviours:

1. Customer service skills

2. Superior organization and communication skills, both verbal and written

3. Attention to detail

4. Positive and constructive attitude towards work

5. Good judgement

6. Ability to meet deadlines without close supervision

7. Commitment to quality

8. Impeccable integrity

How to Apply: Graduates who meet the requirements for the program can submit their applications with a recent CV, copies of

academic transcripts and certificates in one pdf file not more than 10MBs to graduatetrainee@housingfinance.co.ug by Friday,

11th April, 2025 at 5:00pm.

Note

Only shortlisted candidates will be contacted.

Female graduates and persons living with disabilities are encouraged to apply