Job Title: Graduate Trainee

Department: ICT

Report To: ICT Manager Grade

Direct Reports:

JOB PURPOSE (Job Summary)

The Trainee will be responsible for ensuring the smooth functioning of the company’s ICT systems and providing technical support to office staff.

The role will also include administering systems, networks, and applications to support business processes and ensuring adherence to IT policies.

KEY DUTIES & RESPONSIBILITY
ICT Support:

• Provide first-line support for ICT issues, resolving technical issues for end-users in a timely manner.
• Manage and monitor helpdesk tickets, ensuring resolution within SLA.

System Administration:

• Assist in managing company systems, ensuring regular updates, backups, and maintenance.
• Provide support for hardware, software, and network-related issues.

User Training:

• Train end-users on best practices for using ICT tools and applications and maintaining security.

ICT Asset Management:

• Track and manage IT hardware and software inventories, ensuring efficient use of resources.

KEY PERFORMANCE MEASURES WORKING RELATIONS
Issue Resolution

• Ticket resolution time (Target: 95% resolved within SLA).
• User satisfaction with ICT support (Target: 80%+ satisfaction).

System and Network Availability

• Network uptime (Target: 99.5%+ for local office).
• Reduced hardware and software issues (Target: <2 incidents per user per quarter).

ICT Policy Compliance

• Adherence to company ICT policies and procedures (Target: 100% compliance).
• Timely completion of backups and updates (Target: 100% on time).

User Training and Support

• Number of training sessions delivered (Target: 2 sessions per quarter).
• End-user feedback on training (Target: 75%+ positive feedback).
  Internal: M.D, ED, G.M., all H.O.D.s, all
  staff External: Service providers, Insurance/ Reinsurance Companies

JOB SPECIFICATIONS COMPETENCIES RELEVANT EXPERIENCE
Academic.

• Bachelor’s Degree in IT or a related field.

Professional

• Relevant ICT certifications

Functional Skills

• Technical Expertise: Strong enterprise IT systems, networks, and infrastructure management knowledge. Experience in cloud computing, cybersecurity, and data governance.
• Leadership Skills: Strong leadership and people management skills with the ability to influence and lead ICT teams across different geographies.
• Communication Skills: Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical stakeholders.

Competencies

• Establish and build positive working relationships:
• Professionalism: the ability to present oneself professionally.
• Focus on Customer Needs: Customeroriented
• Behave Ethically: Understand ethical behaviour and business practices and ensure that your behaviour and the behaviour of others are consistent with these standards and align with the Company values.
• Leadership: Ability to lead and motivate a team to achieve exceptional results
• Poses Good assessment and Analytical skills
• Organised: Set priorities, developed a work schedule,

Relevant Experience

• Minimum 2 years of experience in ICT, preferably within the insurance or financial services sector.

Interested candidates should submit their CV and cover letter clearly indicating the position applied for before 12th October, 2026 to info@mayfair.co.ug.