About Us
Lesotho PostBank (LPB) is 100 percent owned by the Lesotho Government, and prides itself on being an indigenous bank that is wholly managed by Basotho. It was founded to provide banking services to under-banked and unbanked Basotho in both rural and urban areas, and remains committed to its mandate of answering the challenge of financial exclusion in the country.
Job Description
Job Purpose
The Help Desk Agent serves as the first point of contact for all Information Technology (IT) support requests across Lesotho PostBank. The incumbent is responsible for logging, categorizing, prioritizing, troubleshooting, resolving, and escalating IT incidents and service requests in accordance with agreed Service Level Agreements (SLAs). The role requires a customer-focused individual who delivers prompt, professional, and efficient technical support to ensure business continuity and user satisfaction.
Duties and Responsibilities
- Serves as the first point of contact for all IT-related incidents, queries, and service requests.
- Logs, categorises, prioritises, tracks, and manages support tickets through the IT Service Management (ITSM) system.
- Provides first-line technical support and troubleshoot hardware, software, network, and user access issues within agreed SLAs.
- Escalates unresolved incidents and service requests to the appropriate support teams and monitor progress until closure.
- Supports and administers Microsoft 365 applications, user accounts, password resets, Multi-Factor Authentication (MFA), Virtual Private Network (VPN) access, printers, and workstation setups.
- Maintains accurate and detailed ticket records, ensuring timely updates and effective communication with users.
- Assists with employee onboarding, transfers, and exit processes by provisioning and deactivating user accounts and access rights.
- Contributes to the development and maintenance of the IT knowledge base and support continuous service improvement initiatives.
- Ensures compliance with IT security policies, access management procedures, change management controls, and regulatory requirements.
- Educates users on best practices relating to technology use, information security, and self-service support resources.
Supports the installation, configuration, and maintenance of desktop hardware, software, and peripheral devices.
Requirements
Educational Requirements and Experience
- Diploma in Information Technology, Computer Science, Information Systems, or a related field.
- ITIL 4 Foundation Certification will be an added advantage.
- Relevant Microsoft certifications, CompTIA A+, Network+, or similar certifications will be an added advantage.
- Minimum of two (2) years’ experience in an IT Help Desk, Service Desk, or Technical Support environment.
- Demonstrated experience supporting Microsoft 365 applications and working with an IT Service Management (ITSM) tool.
- Experience in troubleshooting end-user hardware, software, connectivity, and access-related issues.
General Knowledge, Skills and Abilities
Technical Knowledge
- Windows 10/11 operating systems.
- Microsoft 365 applications and services.
- Active Directory and Azure Active Directory (Azure AD).
- Microsoft Teams and Outlook.
- Virtual Private Networks (VPNs).
- Printer support and troubleshooting.
- Networking fundamentals and remote support tools.
- IT Service Management (ITSM) systems and incident management processes.
Disclaimer
MosebetsiHub is a career platform, not an employer. We curate and share verified job listings from companies in Lesotho and beyond. All logos, trademarks, and related media belong to their respective owners and are used solely for informational and promotional purposes.
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