About Company
Standard Lesotho Bank is a leading financial institution in Lesotho, part of the larger Standard Bank Group, Africa’s largest bank by assets. With a rich history of over 150 years, we are dedicated to driving growth across the continent, focusing on our clients’ needs and aspirations. In Lesotho, we are deeply committed to empowering our customers and communities through innovative financial solutions and exceptional service. We believe in fostering an inclusive and dynamic work environment where talent thrives, and every team member contributes to our collective success. Our vision is to be the preferred financial services provider, building strong relationships and sustainable value for all stakeholders. We embrace technology and innovation to deliver world-class banking experiences, ensuring security, efficiency, and convenience for our growing customer base. Joining Standard Lesotho Bank means becoming part of a diverse team that is passionate about making a real difference in the lives of Basotho.
Job Description
Are you a tech-savvy problem-solver with a passion for helping others? Standard Lesotho Bank is seeking a dedicated and proactive Remote Helpdesk Assistant to join our dynamic IT support team. This is a fantastic opportunity for an individual to contribute significantly to our operational efficiency and customer satisfaction from the comfort of their home within Qoaling, Maseru. As a Remote Helpdesk Assistant, you will be the first point of contact for our internal users, providing essential technical support and guidance. Your primary goal will be to resolve IT-related issues promptly and efficiently, ensuring minimal disruption to our banking operations. This role requires exceptional communication skills, a solid understanding of IT fundamentals, and the ability to troubleshoot a wide array of hardware and software problems remotely. We are looking for someone who is not only technically proficient but also possesses a strong customer service ethic, capable of turning potentially frustrating technical challenges into positive user experiences. You will be instrumental in maintaining the seamless functioning of our digital infrastructure, supporting everything from desktop applications to network connectivity. If you thrive in a fast-paced environment, are self-motivated, and eager to grow your IT career with a leading financial institution, we encourage you to apply. This remote position offers the flexibility you need while still being an integral part of our local team.
Key Responsibilities
- Provide first-line technical support to internal users (employees) via phone, email, and chat for various IT-related issues.
- Diagnose and troubleshoot hardware, software, network, and system problems, including operating systems (Windows), Microsoft Office Suite, and proprietary banking applications.
- Resolve common technical issues remotely, guiding users through step-by-step solutions.
- Manage and prioritize helpdesk tickets using an IT Service Management (ITSM) system, ensuring timely resolution and proper escalation.
- Assist with user account management, password resets, and access permissions.
- Document troubleshooting steps, solutions, and create knowledge base articles for frequently asked questions.
- Escalate complex or unresolved issues to higher-tier support teams or specialists when necessary.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Adhere strictly to IT security policies and procedures to protect sensitive information.
- Participate in ongoing training and professional development to stay current with technology trends and best practices.
Required Skills
- Minimum of 1 year of proven experience in a Helpdesk, IT Support, or Technical Support role.
- Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office 365 applications.
- Basic understanding of networking concepts (TCP/IP, Wi-Fi, VPN) and remote connectivity.
- Excellent problem-solving and analytical skills with keen attention to detail.
- Exceptional verbal and written communication skills in English, with the ability to explain technical concepts clearly.
- Demonstrated ability to work independently and manage multiple priorities effectively in a remote work environment.
- Strong customer service orientation and interpersonal skills.
- Familiarity with IT Service Management (ITSM) systems for ticket management.
Preferred Qualifications
- ITIL Foundation certification.
- Relevant Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience with specific ITSM tools (e.g., ServiceNow, Jira Service Desk).
- Familiarity with remote support tools and technologies.
- Basic understanding of banking systems or financial software applications.
Perks & Benefits
- Competitive salary package.
- Opportunity for remote work flexibility, saving commute time and costs.
- Comprehensive health and wellness benefits.
- Generous paid time off and leave policies.
- Opportunities for professional development and career growth within a leading financial institution.
- A supportive and collaborative team environment.
- Contribution to a company that values innovation and community impact.
- Employee banking benefits.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your application includes a comprehensive CV and a cover letter detailing your relevant experience and why you are the ideal candidate for this remote role at Standard Lesotho Bank. Highlight your technical skills and your ability to thrive in a remote work setting. Only shortlisted candidates will be contacted for an interview.