IT Service Desk Officer

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Role: IT Service Desk Officer
Employer: BRAC Microfinance Sierra Leone
Reports to: IT Manager
Application Deadline: January 2nd, 2026
Location: Freetown, Sierra Leone

 

Application Instructions: Submit CV and Cover Letter to info@afriqia-solutions.com with “IT Service Desk Officer” in Subject Line.

 

Key Purpose 

The IT Service Desk Officer is the first point of contact for all staff IT issues and service requests. The role ensures timely and professional support to users, accurate logging and tracking of tickets and effective coordination with internal IT team and external service providers. The IT Service Desk Officer supports a busy microfinance environment and plays a key part in keeping systems, devices and connectivity available at all times. 

 

Roles and Responsibilities: 

    1. Service Desk & Customer Support

  • Act as the single point of contact for all staff (phone, email, service desk tool) for IT incidents and service requests. 
  • Provide professional, customer-focused support and maintain high responsiveness to user requests.
  • Handle first-line tasks (password resets, account lock/unlock, general inquiries). 

      2. Incident & Request Management (ITIL-lite)

  • Log all incidents and service requests into JIRA, ensuring proper categorisation, prioritisation, and assignment. 
  • Prepare and process incident and change reports.
  • Escalate high-impact incidents to relevant stakeholders and follow through to resolution. 
  • Work within agreed service level and compliance with IT policies and SOPs.  

      3. Technical Support – Desktop, Network & Applications

  • Coordinate with service providers to support local area network (Wi-Fi, internet) and desktop computing for users. 
  • Use working knowledge of TCP/IP, Wi-Fi, hardware, OS and standard applications to troubleshoot and resolve common issues. 
  • Provide step-by-step guidance to end users and, where necessary, train them in basic IT usage.

      4. Process Improvement, Documentation & Analytics

  • Ensure service desk processes and procedures are up to date and propose improvements. 
  • Analyse trends and recurring incidents; document resolutions to prevent future problems.
  • Use helpdesk tools (JIRA or similar) to monitor performance metrics. 

      5. Stakeholder & Relationship Management

  • Interface with BI IT, ICT staff and external service providers, as well as all microfinance staff. 
  • Provide regular updates to users on incident and request status, managing expectations and communication.

 

Qualification and Experience: 

  • Bachelors’ Degree in Computer Science or IT, Computer Science related field.
  • 1-2 years of structured service desk experience.
  • Basic networking (TCP/IP, Wi-Fi), OS and hardware knowledge. 
  • ITIL Foundation or CompTIA A+/CCNA is an advantage.
  • General awareness of microfinance banking products, services and policies preferred.

 

Skills and Competencies: 

  • Strong customer service mindset.
  • Clear verbal and written communication; able to explain technical issues in simple terms.
  • Good problem-solving skills and logical thinking.
  • Ability to follow procedures and document incidents clearly.
  • Organised, disciplined and able to manage multiple tickets simultaneously.
  • Team player, willing to collaborate and share knowledge.
  • Commitment to the BRAC International mission, core values the ability to incorporate the mission and values in the workplace.