212 Helpdesk Lead jobs in South Africa

DUTIES AND RESPONSIBILITIES:

Team Leadership & Management:

1. Manage the daily operations of the Service Desk team, including 1st and 2nd line support
2. Build and maintain a cohesive team; coach, mentor, and develop staff
3. Ensure the team is aligned with business goals and service objectives
4. Lead by example, modeling the desired work ethic and professional behavior

Service Delivery & SLA Management:

1. Ensure SLAs and other performance metrics are consistently met, identifying and rectifying any potential issues
2. Track, analyze, and report on performance against SLAs and other key service metrics
3. Coordinate escalations and resolve high-priority incidents in a timely manner
4. Implement and monitor service improvement plans

Process & Continuous Improvement:

1. Identify and implement process improvements to enhance service desk efficiency and service quality
2. Ensure compliance with best practices, frameworks (e.g., ITIL), and relevant industry standards
3. Drive the adoption of tools and technologies to improve service delivery

Reporting & Metrics:

1. Generate regular reports for management on Service Desk performance, including ticket volumes, resolution times, and customer satisfaction
2. Analyze trends and use data to identify areas for improvement

Stakeholder Management:

1. Serve as the primary point of contact for all service desk-related issues within the organization
2. Communicate effectively with key stakeholders, ensuring alignment with business objectives
3. Manage relationships with external vendors and partners where applicable

Technical Support & Escalation Management:

1. Oversee 1st and 2nd line technical support to ensure the efficient handling of incidents and requests
2. Provide guidance and escalation support for the team on complex technical issues
3. Collaborate with other IT teams to ensure seamless resolution of cross-functional issues

REQUIREMENTS:

1. 5+ years of experience in IT technical support, including 2+ years in a managerial role
2. Demonstrated experience managing 1st and 2nd line support teams
3. Experience working under high-pressure environments and adhering to SLAs
4. Strong background in ITIL or other relevant service management frameworks
5. Technical Skills: In-depth knowledge of networking, internet protocols, and IT systems. Hands-on experience in troubleshooting technical issues across a range of technologies and platforms
6. Knowledge of helpdesk ticketing systems and performance metrics reporting
7. Familiarity with cloud technologies, VPNs, remote access, and desktop support
8. Soft Skills: Strong leadership, communication, and interpersonal skills. Ability to coach and develop a team while fostering a positive and productive working environment. Excellent problem-solving skills with the ability to handle complex and escalated issues. High level of accountability and ownership for the Service Desk's performance

Our client is a renowned leader in office automation and document management, offering a diverse range of solutions including printers, copiers, multifunction devices, document management software, and related services. With a strong reputation for reliability, innovation, and customer-centricity, our client is trusted by businesses across various sectors for enhancing productivity and streamlining workflows. They are known for their commitment to sustainability and continuous development of advanced solutions tailored to modern business needs.

Step into the role of Service Desk Coordinator, where your Grade 12/Matric qualification, exceptional communication skills, and Microsoft Office prowess, especially in Excel, are your keys to success. Dive into a dynamic position that thrives under pressure, from handling stock takes to orchestrating engineering tasks on Service Now (SNOW). Be the vital link in our operational chain, seamlessly connecting customers, technicians, and departments while delivering top-tier service with every client call. Elevate your career trajectory with this exciting opportunity!

• Assisting with stock takes;
• Creating engineering tasks on the Service Now system;
• Performing general administrative duties as required by the supervisor;
• Providing general assistance and communication between customers, technicians, and relevant departments;
• Logging calls from clients.

• Grade 12/Matric qualification;
• Effective communication skills;
• Computer literate, with proficiency in Microsoft Office, especially Excel;
• Ability to work under pressure;

Salary: R10 500 CTC per month.
Working Hours: 08h00 to 16h30, Monday to Friday.

Our client is a renowned leader in office automation and document management, offering a diverse range of solutions including printers, copiers, multifunction devices, document management software, and related services. With a strong reputation for reliability, innovation, and customer-centricity, our client is trusted by businesses across various sectors for enhancing productivity and streamlining workflows. They are known for their commitment to sustainability and continuous development of advanced solutions tailored to modern business needs.

Step into the role of Service Desk Coordinator, where your Grade 12/Matric qualification, exceptional communication skills, and Microsoft Office prowess, especially in Excel, are your keys to success. Dive into a dynamic position that thrives under pressure, from handling stock takes to orchestrating engineering tasks on Service Now (SNOW). Be the vital link in our operational chain, seamlessly connecting customers, technicians, and departments while delivering top-tier service with every client call. Elevate your career trajectory with this exciting opportunity!

• Assisting with stock takes;
• Creating engineering tasks on the Service Now system;
• Performing general administrative duties as required by the supervisor;
• Providing general assistance and communication between customers, technicians, and relevant departments;
• Logging calls from clients.

• Grade 12/Matric qualification;
• Effective communication skills;
• Computer literate, with proficiency in Microsoft Office, especially Excel;
• Ability to work under pressure;

Salary: R10 500 CTC per month.
Working Hours: 08h00 to 16h30, Monday to Friday.

Job Title: Service Desk Engineer (Hybrid – Cape Town)

We’re looking for a skilled Service Desk Engineer to join our dynamic IT team based in Cape Town . This hybrid role requires working in-office three times a week , with the flexibility to work remotely on the remaining days.

Key Responsibilities:

• Provide first- and second-line technical support to end users.

• Troubleshoot hardware, software, and network issues.

• Manage service requests and incidents through the ticketing system.

• Collaborate with internal teams to ensure timely issue resolution.

Requirements:

• Proven experience in a service desk or IT support role.

• Strong knowledge of Windows OS, Microsoft 365, and basic networking.

• Excellent communication and problem-solving skills.

• Customer-focused with a proactive approach.

If you're a tech-savvy professional who thrives in a collaborative environment, we’d love to hear from you!

ROLE OVERVIEW

The primary role of an IT Service Desk Engineer is to answer all incoming calls and log all requests reported by users accurately and efficiently as per the agreed process to provide the user with a positive experience of Hungry Lion.

This function includes answering all incoming calls, basic troubleshooting, ticket logging, monitoring, remote support via phone or online via support tools.

DUTIES/ RESPONSIBILITIES

• First point of contact for customers and end-users during the scheduled shift period
• All incidents to be managed promptly by answering of inbound telephone calls
• Providing basic troubleshooting within SLA
• Logging tickets on our ITSM tool, Freshservice
• Classification of Incidents and Requests accordingly by:
  • Ensuring that customer or store incidents are assigned the correct category, priority impact classification
  • Ensuring that the classification and categorisation of incidents and problems is done with a high degree of accuracy
  • Ensuring that service requests are routed/assigned to the correct target groups and vendors for resolution
• Keeping track of incidents and keeping Customers/Stores informed on the status and progress of the incident and or request
• Monitoring and escalating incidents to relevant 2nd line support groups
• Following up with 2nd line support and the user to ensure that incidents are resolved within agreed SLAs
• Identifying duplicate / similar / matching incidents and identify potential problems
• Escalating incidents where necessary to ensure that appropriate action is taken

REQUIREMENTS

• A relevant Diploma specialising in IT (Advantageous)
• Grade 12
• Must have at least 1 years’ experience in the IT field and call centre environment
• Good understanding of computer software and hardware, mobile devices and other tech products
• Familiar with Google Suite products

COMPETENCIES

• Excellent customer service, verbal communication, phone skills and a high level of professionalism
• Must be able to demonstrate a customer-centric approach to support
• The ability to liaise and communicate confidently and professionally with internal and external customers at all levels in multiple countries
• Natural aptitude for troubleshooting & problem-solving in a timeous manner
• Excellent communication skills in English and one other official language
• The ability to work under high pressure in a fast-paced environment with numerous tasks handled simultaneously
• Provide after-hours and on-call support on a rotational basis, ensuring consistent availability for urgent technical assistance
• Quick analytic response to resolve issues in any situation
• Self-motivated and willing to learn, as well as always find the solution
• Ability to communicate technical issues to technical and non-technical employees

Closing date for applications: 28 August 2025

What you'll be doing

The Service Desk Analyst provides technical support to clients, addressing Level 1 / 2 issues and escalating as necessary. This role involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience.

Key Responsibilities :

• Promptly respond to, diagnose, and troubleshoot incoming service desk requests and queries via phone, customer self-service, email, remote support, or walk-in.
• Log and action service requests for standard IT services according to established procedures and timelines.
• Support user onboarding and offboarding processes.
• Perform other duties as assigned by the Service Desk Manager or Team Lead.
• Escalate unresolved issues to Level 2 or 3 teams following established protocols.
• Utilize the knowledge base and available resources to resolve incidents effectively and efficiently.
• Participate in knowledge sharing and contribute to a knowledge base for common issues.
• Properly document and track all interactions and solutions within the ticketing system.
• Provide excellent customer service with a professional and empathetic approach in all interactions.

Working Conditions

• Based in Newcastle
• Full-time opportunity
• Onsite
• Driver's License required

What will make you successful in this role

• Ability to diagnose and effectively troubleshoot IT issues across hardware, software, and network systems with a methodical approach.
• Proven competency in providing technical support within ICT.
• Experience working within a NOC / Service Desk framework, ideally in a B2B environment.
• Strong problem-solving and analytical skills.
• Knowledge of ITIL framework and best practices is preferred.
• Ability to build and maintain strong stakeholder and vendor relationships.
• Strong influencing and interpersonal communication skills.
• Effective communicator, able to engage clearly and confidently with internal teams and senior executives.
• Adaptability and openness to change in dynamic environments.
• Experience with ITSM platforms; ServiceNow experience is highly desirable.

Certifications :

• Microsoft Fundamental Range
• Microsoft Mid-Range
• Relevant Cisco Certifications and Partner Support experience are desirable.
• HP Technician or similar hardware experience with endpoints and workstations is highly desirable.

Why is this an exciting opportunity

Atturra is one of Australia's fastest-growing ASX-listed advisory and IT solutions companies, providing a strong foundation for your career ambitions. With 1100 professionals across Australia, New Zealand, Singapore, and Hong Kong, we lead with innovation.

The Managed Services division offers Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry expertise, making us a prominent as-a-service provider.

What our people say :

Atturra offers a great working environment with supportive management. We celebrate success and enjoy our work.

Why you'll love working here

Culture of possibility

We foster innovation and a growth-oriented environment, encouraging collaboration, hard work, and dedication.

A strong set of company values

Our culture reflects camaraderie, innovation, dedication, respect, and excellence.

Valuable employee benefits

• Career growth via succession planning, internal mobility, and mentorship.
• Ongoing professional development through certifications.
• Recognition and wellbeing programs.
• Mental health support via Employee Assistance Program.
• Support for family and caring responsibilities, including paid parental leave.
• Employee referral incentives.

Supporting Australia's veterans

We are recognized as a Veteran Friendly Employer, committed to supporting veterans' careers with us.

Careers at Atturra

Agencies / Headhunters :

We work with official agency partners through our procurement process. External submissions outside this process are invalid. Contact us via our official channels to become a supplier.

We value diversity and inclusion, welcoming applications regardless of gender, LGBTQI+ identity, ethnicity, religion, ability, or age.

Required Experience :

Key Skills: Editorial, Catering, B2C, Camp, Computer Engineering

Employment Type : Full Time

Experience : years

Vacancy : 1

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Job Description

Job Description

Job title/position: IT Service Desk Lead

Number of positions: 1 (one)

Function and Business Unit: Infrastructure - IT Services: National (JHB Onsite)

Description Of The Role And Purpose Of The Job

The IT Service Desk Lead plays a critical role in providing hands-on advanced technical support and acts as a first point of escalation. Responsible for day-to-day operations, ensuring timely and effective resolution of technical issues, driving continuous improvements by developing and implementing procedures to improve services. Ability to develop effective working relationships within the IT team and business to provide consistent, high-quality service. A strong technical excellence is required to ensure the continuous upliftment of our team's troubleshooting skills.

Technical

Key responsibilities:

• Hands-on approach to demonstrate sound knowledge in supporting various applications and hardware technologies,
• Ability to analyse and resolve complex technical issues,
• Create and maintain comprehensive knowledge articles/ troubleshooting guides,
• Be a quick learner to support bespoke applications,
• Oversee Printer and Video Conferencing services,
• Engaging with EUC and NITSO teams to ensure all computers are compliant with necessary updates to mitigate security risk.
  
  

• Managing and prioritising incoming tickets to the Service Desk, via different channels, and ensure timely and effective resolution of end user issues,
• Take overall responsibility for incident management and request fulfilment,
• Notify the IT Service Delivery Manager on any issue that could significantly impact the business,
• Ability to handle more complex tickets and collaborate with the relevant IT Support teams,
  
  

• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department,
• Track and analyse trends in Incidents to anticipate potential problems and implement proactive measures to reduce recurring issues,
• Managing readiness of IT equipment for on-boarding new staff as well returning of IT equipment when staff are off-boarding. Including new intake and vacation student movements,
• Participating and managing Projects.
  
  

• Lead and manage the team by providing guidance, coaching, and mentoring to ensure a high-performance team,
• Manage KPI and undertake performance reviews as required to improve the quality of work, and knowledge,
• Ensure team take ownership of user issues and be proactive when dealing with user issues. Ensure all calls are logged in the ServiceNow,
• Manage leave, stand-by and shift rosters,
• Review Service Now tickets to ensure 1st level resolution are met within agreed SLA,
• Promote positive team culture through collaboration, knowledge sharing, and professional development.
• Conduct regular team meetings and training sessions,
• Review customer satisfaction surveys and take appropriate action,
• Work closely with the Assets to fulfil hardware requirements,
• Handle team escalations until resolution.
  
  

• Experience in presenting technology recommendations from a business perspective,
• An excellent working knowledge of the current MS Office products, particularly Excel (Advanced Excel skills) is required,
• Excellent people skills with the ability to communicate effectively at all levels and manage people and their expectations,
• Exhibits utmost integrity and displays visible stewardship character traits in the handling and security of all KPMG assets,
• Has a strong preference for following and maintaining standards and procedures,
• Ability to work independently and as part of a larger team,
• Good organisational skills to ensure effective planning and prioritisation takes place regularly.
  
  

• Extremely high level of confidentially and integrity,
• Excellent client focus and ability to deal with conflict,
• Able to maintain a friendly, professional manner when liaising with clients, even in challenging situations,
• Ability to effectively multi-task with strong organisation skills; a self-starter with initiative, ability to foster innovation and excellent problem-solving skills,
• The ability to build collaborative relationship with good interpersonal skills and the ability to relate well to colleagues with differing levels of expertise and skills while championing inclusion and diversity,
• The ability to work well under pressure and to perform to deadlines,
• Team player who is self-aware,
• Sound decision making ability with the ability to consult where needed,
• Focus on continuous improvement within the ITS function while advancing an ethical environment,
• High level of attention to detail and a desire to drive quality,
• The ability to work unsupervised.
  
  

• Matric,
• Degree in Information Technology is strongly recommended,
• ITIL Certification is essential,
• Experience of at least +5 years in Service Desk environment is essential,
• Experience of at least 2 years managing an IT Support team is essential.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries Business Consulting and Services

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Service Desk Team Leader, Senior Service Desk Analyst, Office based, Liverpool.

PLEASE NOTE: This is not a hybrid role, you will be required to work in the office 5 days a week.

My client, a growing name in the retail area is looking for a Service Desk Team Leader OR a Senior Service Desk Technician/Engineer who is ready to step into a team leader role to assist the Service Desk Manager with the general running of the Service Desk.

Key Responsibilities for the Service Desk Team Leader role include;

* Assist the Service Desk Manager in supervising the Service Desk staff.
* Handle the IT support queue when needed.
* Assist the IT Support / Service Desk technicians with incident management and service request fulfilment.
* Aid with managing breached SLAs.
* Assist the Service Desk Manager with defining, validating and distributing metrics to stakeholders.
* Provide cover for the Service Desk Manager when they are on leave.
* Track active performance against SLAs and escalate to the Service Desk Manager according to the SLA policies.
* Ensure the on-call rota is updated and provides adequate support out of hours.
* Support the Service Desk Manager with the Major Incident process.
* Contribute to communications to the wider business regarding anything that could affect IT services.
* Participate in Problem Management and Change Management processes.
* Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
* Actively seek feedback from end users and action any C-SAT survey responses.
* Validate technician compliance to policy and procedures during all tasks, taking action, reporting, or escalating to the Service Desk Manager as necessary

Experience needed to be successful in the Service Desk Team Leader role include;

* Strong attention to detail, with an analytic mindset and ability to solve complex problems
* Excellent communication skills, with the ability to build a rapport with employees at all levels.
* Ability to consistently document information concisely and accurately.
* Comfortable working autonomously, able to act with intuition.
* Ability to think outside the box to bring fresh ideas to the table
* 1 years + experience in a similar team leader role with at least 3 years prior experience as a Service Desk Technician
* Demonstrable experience facilitating meetings at multiple levels of an organisation and an understanding of facilitation techniques
* Demonstrable understanding of the ITIL framework
* Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations
* Understanding of ITSM system configuration
* Experience using tools such as Asana, Google Apps and ITSM Software such as Halo ITSM or Freshservice.

This is a great opportunity for an experienced Service Desk Technician who is ready to take on more of a management/team leader role.

Please send your CV for immediate consideration.

Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.

Recruiter:Nadine Bramley Phone: 0161 9132621
Email: My Social

• Bachelor's Degree strongly preferred. Minimum of a National Certificate / Diploma in Information Technology / Degree or equivalent required
  
  

• At least 3 years’ experience as an IT related position, or similar
• Must have a strong hardware and software support background.
• Experience with print and file servers.
• Experience as Inventory and Asset management.
• Experience in meeting/collaboration room equipment and software.
• Experience with ticketing systems (e.g., ServiceNow, Jira, etc.) is a plus.
• Strong verbal and written communication skills with a focus on customer service
• Be proactive and eager to continuously learn.
  
  

• Regional Tier 1 IT Service Desk Support
• Manage Buckman’s Assets (Desktop, laptop and any other supported devices)
• Cyber Security Support - Support Global IT Cybersecurity program
• Efficient IT Workplace / Infrastructure Support - Ensure a functional, organized, and well-equipped IT environment that supports user productivity and seamless operations across the workplace.
• Support compliance to minimize our risk as per the POPIA legislative requirements.
• Initiate and implement continuous improvement.
• Housekeeping in the IT storage area and in the work room
• Effectively resolving associate issues assigned for resolution;
• Troubleshooting IT problems and initiating preventative measures
  
  

• OS configuration (Windows platform).
• Microsoft client-side software (Windows 10/11, Microsoft 365 apps, Microsoft Teams).
• Hardware installation and upgrades
• Software installations and upgrades
• iPhone and/or Android experience
• Cyber end-point protection
• Work experience assisting users with IT issues
  
  

• The incumbent in this position is key to the company’s succession planning and may be given other assignments as part of ongoing developmental efforts.
• This site is a Major Hazard Installation (MHI) in terms of the MHI Regulations 2022 (GNR.2989 of 31 January 2023) of the Occupational Health and Safety Act (Act 85 of 1993)