Helpdesk Support Technicians

Vacancies: Health Information Systems Program South Africa NPC 2003/005786/08. (Internal and External advert)

Role : Helpdesk Support Technicians
Start Date : As soon as possible
Location: Lesotho
Duration: 3 years

About HISP-SA
HISP-SA provides a wide range of digital health solutions including clinical decision support,
laboratory systems, mobile health and data management. Our comprehensive suite of
healthcare IT solutions improves many lives with a focus on digital transformation. Our
purpose is to build better lives with digital solutions.

Helpdesk Support Technicians Tier 1(10 positions)
The Tier 1 Helpdesk Support will act as the initial point of contact for the majority of users
seeking assistance from the helpdesk. Responsibilities include troubleshooting, diagnosing,
and resolving basic technical problems while ensuring high levels of customer service and
satisfaction.

Key Responsibilities:

• • User Device Support
    • Troubleshoot hardware faults and software malfunctions
    • Perform initial setup of new devices
    • Sanitize and securely wipe returned devices
    • Provide general tech support for end users
    • Set up and Maintain a complete asset registry and ensure it is always up to date
  • Facility Support
    • Maintain WiFi connectivity at office locations.
    • Troubleshoot printers, input and output devices.
  • Ticketing Systems Support (Zammad)
    • Coordinate Zammad tickets, assigning them to the correct teams.
    • Manage account creation requests.
    • Provide general IT support via ticket resolution
  • Training & User Education
    • Conduct brief user training on effective ticket creation in Zammad.
    • Develop self-help guides for common IT issues.
    • Provide on-site or remote training for IT-related topics when required

Job Requirements:

• • 1-3 years of experience in IT support/helpdesk roles
  • Experience using ticketing systems (preferably Zammad, but others like ServiceNow,
    Freshdesk, or JIRA are acceptable).
  • Basic networking experience (Wi-Fi troubleshooting, printer setup, VPN, etc.).
  • Knowledge of device setup, maintenance, and sanitization

Application process:

To apply, please complete the following form: Helpdesk Support Technician application form

Applications will close at midnight on 25 April 2025. Communication will be limited to
shortlisted candidates.
In evaluating prospective applicants and making the final selection, consideration will be given
to HISP-SA’s Employment Equity objectives. Should you not receive correspondence from
HISP-SA within 14 days of the closing date, please consider your application unsuccessful.
HISP reserves the right not to make an appointment.
Enquiries: vacancies@hisp.org