ICT Helpdesk Administrator

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Introduction

JOB TITLE:                     Helpdesk Administrator

DEPARTMENT:               Corporate Services: ICT

LOCATION:                     Head Office

APPROVED GRADE:     B4

Basic salary:                   R170 452.00 per annum

Closing date:                  Thursday, 11 September 2025

Primary Purpose of the Job:

Provide first-line technical support and assistance to users across the organization. Manage the ICT service desk, log and track incidents, coordinate user training, and maintain documentation. Ensure timely resolution of issues and escalate complex problems to the ICT Officer or Senior ICT Technician.

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Duties & Responsibilities

Manage all calls, service requests and incidents from end-to-end:

• Provide first-line support where possible to users.
• Log and manage all calls, service requests and incidents from end-to-end.
• Keeps users informed of status of their request or call via standard reporting techniques.
• Manages the escalation to third parties and makes follow up.

Ensure customer satisfaction and continuity of service is managed:

• Provide a complete and informed response on first contact to all customers.
• Communicate and liaise effectively with end-users, colleagues, and other service providers at all levels.
• Responds to user service requests.
• Participates in and conducts meetings with the user(s).

Manage IT service-related documentation, administration and reporting:

• Compile the submission for the unit.
• Administer the HR documentation and filing. (e.g., Performance Management Systems documentation, Leave, etc).
• Administer Finance and SCM documentation.
• File all digital and paper-based correspondence.
• Compile meeting agendas.
• Compile minutes of all internal ICT meetings and circulate.
• Manage and coordinate ICT events.
• Maintain asset movement form register.
• Maintain register of redundant/broken IT equipment.
• Maintain pool equipment register.
• Ensure SLAs are updated or renewed.

Co-ordinates and ensures that adequate ICT training:

• Coordinate training for end users.
• Keep attendance registers for training.
• Compile training manuals and maintain an accurate register.
• Coordinate ICT Awareness Programmes.
• Conducts trend analysis of series data to determine common occurrences and recurring issues.

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Desired Experience & Qualification

EDUCATION and/or EXPERIENCE:

• Education: Diploma in Information Technology, or related field.
• Experience: Minimum of 2 years in ICT Support or helpdesk environment.
• Professional Development: Certifications like ITIL Foundation or CompTIA A+, N+, Security +, ITIL Foundation etc.

Technical Skills:

• Proficiency in Microsoft Office Suite.
• Experience with desktop support (hardware/software troubleshooting).
• Familiarity with service desk platforms (e.g., Freshdesk, ManageEngine, Spiceworks).
• Basic understanding of networking and endpoint protection.
• Exposure to ICT regulations and ITIL practices.

Soft Skills:

• Strong communication and interpersonal skills,
• End-user orientation,
• Ability to work under pressure,
• Attention to detail,
• Documentation and organizational skills.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organisation.

NUMERICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

LICENSES:

A valid Code B (08) driver’s licence.

COMPUTER SKILL:

Computer literacy with regard to the use of Excel, Word and Power Point, Windows Server, Windows 10/11.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is:

• Occasionally required to stand.
• Regularly required to sit.
• Often to talk and hear.

Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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