Job Description

Service Desk Analyst – Enterprise IT Support

Company: Vodacom Lesotho (Pty) Ltd

Location: Maseru, Lesotho

Job Type: Full-Time

Department: Information Technology Services

Experience: 2–5 Years

Reports To: IT Service Delivery Manager

Job Summary

Vodacom Lesotho (Pty) Ltd is seeking a highly motivated and customer-focused Service Desk Analyst to provide first-line and second-line technical support across the organization. The successful candidate will be responsible for incident management, service request fulfillment, user support, hardware and software troubleshooting, and ensuring the delivery of exceptional IT services.

This role offers an exciting opportunity for professionals interested in IT jobs in Lesotho and technology support careers within a leading telecommunications environment.

Key Responsibilities

• Serve as the primary point of contact for IT incidents and service requests.
• Diagnose and resolve hardware, software, network, and application issues.
• Log, categorize, prioritize, and track incidents using service management tools.
• Escalate unresolved issues to relevant technical teams.
• Support Microsoft 365, Windows environments, printers, mobile devices, and collaboration platforms.
• Maintain accurate incident documentation and knowledge base articles.
• Monitor system alerts and proactively address potential service disruptions.
• Support onboarding and offboarding activities for employees.
• Assist with asset inventory management and software license tracking.
• Conduct routine system checks and workstation maintenance.
• Ensure compliance with IT security policies and procedures.
• Participate in service improvement initiatives and technology projects.
• Deliver excellent customer service to internal stakeholders.

Education Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Software Engineering, or related discipline.
• ITIL Foundation Certification is highly desirable.
• Microsoft, Cisco, CompTIA A+, Network+, or equivalent certifications are advantageous.

Experience Requirements

• Minimum 2–5 years of experience in IT support or service desk operations.
• Experience supporting enterprise environments.
• Familiarity with ticketing systems and service management frameworks.
• Knowledge of desktop support, networking fundamentals, and cloud technologies.

Required Skills

• Technical Troubleshooting
• Help Desk Support
• IT Service Management
• Incident Management
• Active Directory Administration
• Microsoft 365 Support
• Windows Desktop Support
• Network Diagnostics
• Customer Service Excellence
• Problem Solving
• Asset Management
• Documentation Skills
• Cybersecurity Awareness
• Communication Skills
• Team Collaboration

Salary & Benefits

• Monthly Salary: LSL 22,000 – LSL 38,000 depending on experience and qualifications.
• Annual Performance Bonus.
• Medical Aid Coverage.
• Pension Scheme.
• Employee Wellness Programme.
• Paid Annual Leave.
• Technical Certification Sponsorship.
• Professional Development Opportunities.

Training & Career Development

The successful candidate will receive structured training in IT service management, cloud technologies, cybersecurity awareness, enterprise support systems, Microsoft platforms, customer service excellence, and digital transformation initiatives.

Candidates seeking jobs in Lesotho and opportunities in the technology sector are encouraged to apply.

For additional career opportunities and market insights regarding jobs in Maseru, applicants may visit IT Support Jobs in Lesotho during their employment search.

Preferred Candidate Profile

The ideal candidate should possess strong analytical thinking, excellent customer service skills, and a passion for technology support.

Professionals with experience in IT support jobs in Lesotho, service desk jobs in Maseru, and enterprise technical support environments will be highly regarded.

Individuals researching broader regional employment markets may also explore opportunities through IT Support Jobs in Nigeria for comparative industry trends.

Technology Environment

The Service Desk Analyst will support a modern enterprise infrastructure involving cloud applications, mobile workforce solutions, telecommunications platforms, and business-critical systems.

Experience relevant to help desk jobs in Lesotho, technical support jobs in Maseru, desktop support jobs in Lesotho, and network support jobs will be advantageous.

Professionals interested in regional ICT growth opportunities may find additional information through IT Support Jobs in Zambia.

Career Growth Opportunities

This role provides a pathway into senior infrastructure, cybersecurity, cloud operations, systems administration, and IT service management positions.

Applicants with interests in information technology jobs in Lesotho, telecommunications jobs in Maseru, systems administrator jobs, IT analyst jobs in Lesotho, and entry-level IT careers are encouraged to apply.

For those monitoring East African employment trends, useful career insights can also be found at IT Support Jobs in Kenya.

Application Process

Interested candidates should submit:

• Updated CV/Resume.
• Cover Letter.
• Copies of Academic Qualifications.
• Relevant Technical Certifications.
• Contact Details of Three Professional Referees.

Only shortlisted candidates will be contacted.