IT Held Desk Officer at Lerotholi Polytechnic

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POST TITLE : IT HELP DESK OFFICER
DIVISION/DEPARTMENT : ADMINISTRATION – ICT
REPORTS TO : HELP DESK MANAGER

JOB SUMMARY

Under the supervision of the Help Desk Manager, the IT Help/Service Desk Officer is responsible for administration of the day-to-day ICT help desk activities, ensuring delivery of prompt ICT related technical support, that includes hardware, software and data for all Lerotholi Polytechnic (LP) Users.  Assists in the operation, maintenance and installations of hardware and software systems, ensures End-Users are able to utilise the systems.

RESPONSIBILITIES

The key duties of the post are as follows:

  • Gather appropriate information regarding ICT related End-User issues.
  • Serve as the first point of contact for End-Users seeking ICT assistance.
  • Coordinate with internal and external ICT service providers to resolve ICT issues.
  • Respond to queries and enquiries via LP communication platforms (IPOPE, WhatsApp, email and phone etc) in a timely and professional manner
  • Utilise a ticketing system to log and manage End-User issues.
  • Create reports to document and analyse ICT related complaints and issues.
  • Assist in documenting a knowledge base of ICT issue solutions for ease of reference.
  • Assist in the troubleshooting and fixing of hardware and software problems.
  • Create User manuals (Audio, Video or Text) for ease of End-User reference.
  • create a filing system for office documents including software licences and software disks. Perform administrative duties to the ICT office.
  • Follow up with End-Users to ensure issues are resolved.
  • Records and maintains minutes for departmental meetings.
  • Undertake any other duties assigned by the supervisor which is consistent with the terms and conditions of employment.

NB*Because of the changing nature of our business your job description will inevitably change. You will, from time to time, be required to undertake other activities of a similar nature that fall within your capabilities as directed by management.

JOB SPECIFICATION

QUALIFICATIONS AND EXPERIENCE

  • Diploma in IT or equivalent.
  • Three (3) or more years’ experience in Systems/End-User Support.

Personal attributes

  • Outstanding communication skills with the ability to simplify computer jargon
  • Strong time management skills
  • Excellent attention to detail
  • Strong customer-oriented skills
  • Problem solving and decision-making
  • Good interpersonal skills and Team-work
  • Adaptability and Flexibility
  • Dependability and Reliability
  • Critical and Analytical Thinking.

HOW TO APPLY

Interested and suitably qualified candidates should hand-deliver their detailed applications to the LP Human Resources Office which is situated at the Administration 1 Building. OR send by E-mail to [email protected]

The applications should be accompanied by: Curriculum Vitae, Certified copies of Educational Certificates and academic transcripts on or before Friday, 12th AUGUST, 2022 at 1500 hours.

Applications should be addressed to:

The Secretary         

Staff Appointments and Promotions Committee

Lerotholi Polytechnic

P.O. Box 16

Maseru 100Lesotho

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