Help Desk Agent

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.
  

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, SKILL 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.