Job Summary
- Type: full-time
- Location: Gaborone
- Category: Technology & Operations
- Closing Date: 2026-08-27
Key Responsibilities
- Deliver first-line technical support for hardware, software, network and system-related issues.
- Manage Help Desk incidents and service requests, ensuring timely resolution in line with Service Level Agreements (SLAs).
- Install, configure and maintain end-user devices, applications and peripheral equipment.
- Support system upgrades, software deployments and routine maintenance activities.
- Troubleshoot connectivity and technology issues while escalating complex incidents where required.
- Maintain accurate ICT asset records, support documentation and service reports.
- Promote cybersecurity best practices and support user awareness initiatives.
- Deliver exceptional customer service while identifying opportunities to improve ICT support processes and service delivery.
Requirements
- Bachelor’s Degree in Information Technology, Computer Science or a related discipline.
- One or more of the following certifications: CompTIA A+, CompTIA Network+, ITIL Foundation.
- Minimum of three (3) years’ experience in IT Support, Service Desk or Help Desk operations.
- Experience supporting users within a corporate or regulated environment.
- Experience using IT Service Management (ITSM) platforms such as ServiceNow, ManageEngine or Zendesk.
- Knowledge of ICT asset management and service reporting tools.
- Strong troubleshooting, communication and customer service skills.
How to Apply
About the Company
The National Development Bank (NDB) is a parastatal financial institution in Botswana, wholly owned by the Government of Botswana. Established by an Act of Parliament in 1963, NDB's core mandate is to promote economic development and diversification within the country. It provides a comprehensive range of financial products and services, including agricultural finance for crops and livestock, commercial loans, property finance, and dedicated schemes for Small and Medium Enterprises (SMEs) and young farmers. NDB plays a crucial role in supporting key economic sectors and fostering sustainable growth across Botswana, empowering individuals and businesses to contribute to the nation's prosperity.
Your Partner in Development
Website: https://www.ndb.bw/
Frequently Asked Questions
What qualifications or certifications are typically required for an IT Support Officer – Helpdesk role in Botswana?
Employers usually look for a diploma or degree in Information Technology, Computer Science, or a related field. Certifications such as CompTIA A+, Network+, or Microsoft Certified: Fundamentals are advantageous, and prior helpdesk or desktop support experience is often expected.
What are the common day-to-day responsibilities of an IT Support Officer at the National Development Bank?
The role involves logging and resolving user incidents via phone, email, or ticketing systems, performing hardware/software installations, and troubleshooting network connectivity issues. You may also maintain IT asset inventory, assist with user training, and update support documentation.
How does the local work culture in Botswana influence expectations for an IT Support Officer?
Botswanan workplaces value punctuality, respect for hierarchical structures, and collaborative problem‑solving. Clear communication in English and often Setswana is expected, along with adherence to service standards typical of parastatal organisations like the National Development Bank.
What career progression paths are available after working as an IT Support Officer in Botswana?
You can advance to positions such as Senior Support Analyst, IT Operations Supervisor, or Team Lead. With further certifications and experience, transitions into specialised roles like Systems Administrator, Network Engineer, or IT Service Manager are possible.
What typical benefits do IT Support Officers receive in Botswana?
Standard benefits include paid annual leave, medical aid contributions, and participation in a pension or provident fund. Employers may also provide sick leave, maternity/paternity leave, and occasional training allowances, with specifics varying by organisation.
How should a job seeker apply for an IT Support Officer position and what do Botswana employers look for?
Applications are usually submitted online through the employer’s careers portal or via email, accompanied by a CV, cover letter, and certified copies of qualifications. Employers prioritise strong communication skills, a customer‑service mindset, proven troubleshooting ability, and familiarity with the local IT environment.