ASA Microfinance Uganda Ltd (ASA Uganda) is a for-profit, non-deposit taking Microfinance Institution, operating as a microfinance company and regulated by the Uganda Microfinance Regulatory Authority (UMRA). ASA Microfinance Uganda Ltd is also a member of the Association of Microfinance Institutions of Uganda (AMFIU). ASA Uganda commenced operations in 2013. ASA Uganda is a subsidiary of ASA International, one of the world’s largest international microfinance institutions globally and operates in 13 countries in Africa and Asia. The company was listed in the premium segment on the London Stock Exchange in July ’2018. ASA Microfinance (U) Ltd is seeking for professional, confident, self-motivated, and committed team players to reinforce its capacity by filling the following vacant positions:

Key Duties and Responsibilities:

IT Service Desk Operations & User Support (35% weighting):

• Serve as the primary point of contact for all IT incidents, service requests, and user inquiries logged through phone, email, ticketing system, or walk-ins.
• Provide first-level technical support for end-user computing devices, business applications, collaboration tools, and network access issues.
• Ensure accurate ticket logging, categorization, prioritization, and assignment in line with IT Service Management (ITSM) procedures.
• Monitor ticket queues continuously and ensure timely response and resolution within agreed Service Level Agreements (SLAs).
• Escalate unresolved or complex incidents to relevant infrastructure, applications, or vendor support teams.

Incident, Request & Problem Coordination (20% weighting):

• Track and coordinate incident resolution activities across support teams to minimize business disruption.
• Identify recurring incidents and support problem management initiatives through root cause analysis and trend reporting.
• Coordinate user communication during major incidents, planned maintenance, or service interruptions.
• Maintain incident history, resolution documentation, and known error databases for faster support delivery.

IT Service Quality & Customer Experience (25% weighting):

• Ensure professional, responsive, and customer-focused support to all users across Head Office and branches.
• Conduct user follow-ups to confirm issue resolution and customer satisfaction.
• Monitor service performance metrics and contribute to continuous service improvement initiatives.
• Support user onboarding activities including account setup, system access provisioning, and orientation support.

IT Asset & Access Support Administration (10% weighting):

• Support tracking and issuance of end-user IT equipment including laptops, desktops, printers, and accessories.
• Support user account management activities including password resets, access requests, and deprovisioning.

Reporting, Compliance & Continuous Improvement (10% weighting):

• Prepare periodic service desk performance reports including ticket volumes, SLA adherence, incident trends, and user satisfaction metrics.
• Ensure compliance with IT policies, security standards, and operational procedures during support activities.
• Contribute to development and enhancement of service desk processes, knowledge articles, and support standards.
• Support IT audits, governance reviews, and operational risk management activities where required.

Applicants who meet the above requirements are invited to submit their application letter, Curriculum Vitae, copies of relevant academic and professional qualifications, contact details of three (03) professional referees, and a day-time telephone number via email only to:

The Head Human Resource & Administration ASA Microfinance (U) Ltd Plot 5195 Buye--Kigowa, Ntinda P.O. Box 245, Ntinda Kampala, Uganda

Email:[email protected]

Email Subject: Job Title Applied For

Application Deadline: 12th June 2026

Please note that ASA Microfinance (U) Ltd recruits on a rolling basis; therefore, applications will be reviewed and processed continuously until the position is filled.

ASA Microfinance (U) Ltd does not charge any fees at any stage of the recruitment process. All official communication will be sent strictly from an @asauganda.com email address.