129 Helpdesk Management jobs in South Africa

At xneelo, it starts with purpose. We’re business enablers offering a hosting service for our customers to create and transact online. We spend each day working hard to retain the trust of our customers. Inspired by our brand promise ‘trusted in hosting’, we deliver a web hosting service that is reliable and consistent, focusing on infrastructure stability, good value and consistent service delivery.

About the role

In the dynamic world of IT, incidents are an inevitable part of the journey. At xneelo, we don't just react to challenges; we embrace them as pivotal opportunities for growth and resilience. We're seeking a creative, intelligent, and resourceful Incident Management Practice Lead to propel our incident response and resolution capabilities to unprecedented levels.

Reporting directly to the Head of IT Infrastructure, you will be the definitive owner of xneelo's Incident Management practice. Your mission will be to embed its principles and practices deeply across the entire organisation, transforming every incident into a powerful learning experience.

Key Responsibilities:

• Own and Evolve the Practice: Take full ownership of xneelo's Incident Management Practice, continuously refining processes, tools, and best practices.

• Evangelise Incident Management: Champion the value and importance of a robust incident management culture across all teams.

• Drive Process Excellence: Develop and implement streamlined incident processes, ensuring clarity, efficiency, and consistent application.

• Empower Through Training: Design and deliver comprehensive training programs to equip all employees with the knowledge and confidence to effectively identify, report, and contribute to incident resolution.

• Lead and Empower Champions: Steer our dedicated group of incident management champions, guiding their discussions to identify challenges and unearth key learnings. This will strengthen the group's capacity to drive incident management maturity across the organisation through effective incident handling and conducting blameless post-mortems.

• Foster a Learning Culture: Cultivate an environment where every incident is seen as a crucial learning opportunity, systematically reducing the likelihood of future repeats.

• Drive Continual Improvement: Apply a tenacious approach to identify root causes, implement preventative measures, and ensure ongoing enhancements to our systems and processes.

What You'll Bring:

You are an exceptional individual with a blend of critical skills and an invaluable mindset -

• Exceptional Communication & Collaboration: An excellent communicator, both verbally and in writing, you excel at building rapport and fostering strong relationships. You get on well with people and are adept at navigating crucial conversations with a candid, "clear and kind" approach. You're comfortable partnering with product owners, engineering, support, and leadership to align on priorities, balance trade-offs, and implement incident practice improvements without unnecessarily disrupting product delivery. You also have experience working with 3rd party systems and collaborating with 3rd party suppliers.

• Deep Technical Expertise & Experience: You possess relevant IT systems management experience, with a clear advantage in incident management. You have broad exposure relating to software systems, IT infrastructure & security, and data centers. Crucially, you have a successful track record at running Root Cause Analysis sessions, often known as Blameless Post-Mortems.

• Growth Mindset & Innate Service: A fast learner, you embody humility, readily saying “I messed up” and “I don’t know, please help” when needed. You bring an innate customer service mindset to every challenge, understanding the profound impact of incident management on customer confidence.

• Strategic & Operational Impact: You are able to bridge operational incident response with long-term resilience planning, actively contributing to process design, automation opportunities, and overall organisational incident readiness.

• Strong Organisational Acumen: Possessing strong administrative and organisational skills, you can manage complex processes and documentation with precision and efficiency.

Why Join xneelo?

At xneelo, our sincere desire is for our team members to be inspired by their success and able to operate with a high level of discretion and autonomy, always guided by our principles and values. This role offers a unique opportunity to shape foundational operational excellence, contribute directly to customer satisfaction, and grow your expertise within a leading hosting provider. We hope this appeals to you and look forward to hearing from you.

At xneelo, it starts with purpose. We’re business enablers offering a hosting service for our customers to create and transact online. We spend each day working hard to retain the trust of our customers. Inspired by our brand promise ‘trusted in hosting’, we deliver a web hosting service that is reliable and consistent, focusing on infrastructure stability, good value and consistent service delivery.

About the role

In the dynamic world of IT, incidents are an inevitable part of the journey. At xneelo, we don't just react to challenges; we embrace them as pivotal opportunities for growth and resilience. We're seeking a creative, intelligent, and resourceful Incident Management Practice Lead to propel our incident response and resolution capabilities to unprecedented levels.

Reporting directly to the Head of IT Infrastructure, you will be the definitive owner of xneelo's Incident Management practice. Your mission will be to embed its principles and practices deeply across the entire organisation, transforming every incident into a powerful learning experience.

Key Responsibilities:

• Own and Evolve the Practice: Take full ownership of xneelo's Incident Management Practice, continuously refining processes, tools, and best practices.

• Evangelise Incident Management: Champion the value and importance of a robust incident management culture across all teams.

• Drive Process Excellence: Develop and implement streamlined incident processes, ensuring clarity, efficiency, and consistent application.

• Empower Through Training: Design and deliver comprehensive training programs to equip all employees with the knowledge and confidence to effectively identify, report, and contribute to incident resolution.

• Lead and Empower Champions: Steer our dedicated group of incident management champions, guiding their discussions to identify challenges and unearth key learnings. This will strengthen the group's capacity to drive incident management maturity across the organisation through effective incident handling and conducting blameless post-mortems.

• Foster a Learning Culture: Cultivate an environment where every incident is seen as a crucial learning opportunity, systematically reducing the likelihood of future repeats.

• Drive Continual Improvement: Apply a tenacious approach to identify root causes, implement preventative measures, and ensure ongoing enhancements to our systems and processes.

What You'll Bring:

You are an exceptional individual with a blend of critical skills and an invaluable mindset -

• Exceptional Communication & Collaboration: An excellent communicator, both verbally and in writing, you excel at building rapport and fostering strong relationships. You get on well with people and are adept at navigating crucial conversations with a candid, "clear and kind" approach. You're comfortable partnering with product owners, engineering, support, and leadership to align on priorities, balance trade-offs, and implement incident practice improvements without unnecessarily disrupting product delivery. You also have experience working with 3rd party systems and collaborating with 3rd party suppliers.

• Deep Technical Expertise & Experience: You possess relevant IT systems management experience, with a clear advantage in incident management. You have broad exposure relating to software systems, IT infrastructure & security, and data centers. Crucially, you have a successful track record at running Root Cause Analysis sessions, often known as Blameless Post-Mortems.

• Growth Mindset & Innate Service: A fast learner, you embody humility, readily saying “I messed up” and “I don’t know, please help” when needed. You bring an innate customer service mindset to every challenge, understanding the profound impact of incident management on customer confidence.

• Strategic & Operational Impact: You are able to bridge operational incident response with long-term resilience planning, actively contributing to process design, automation opportunities, and overall organisational incident readiness.

• Strong Organisational Acumen: Possessing strong administrative and organisational skills, you can manage complex processes and documentation with precision and efficiency.

Why Join xneelo?

At xneelo, our sincere desire is for our team members to be inspired by their success and able to operate with a high level of discretion and autonomy, always guided by our principles and values. This role offers a unique opportunity to shape foundational operational excellence, contribute directly to customer satisfaction, and grow your expertise within a leading hosting provider. We hope this appeals to you and look forward to hearing from you.

IT Service Desk Manager – Incident Management Location:North West
Industry:IT
Salary:£4000 - £5000 per annum + Pension, Medical, Gym
Posted:04/09/2024
Description

IT Service Desk Manager, Incident Management, Product Support, ITIL, SLA/KPI, External Customers, Stakeholder management, Software Delivery – Warrington – 50K (hands-on, not man-management)

* Are you an IT Service Desk Manager who can kick-start a service desk function for a software vendor?
* Are you ITIL trained?
* Do you have experience in Incident management?

Global tech client is looking for a Hands-on Service Desk Manager to be the sole Service Desk specialist in this area of the business.

Working closely with the Service Manager, you will play a crucial role in providing exceptional technical support and will be responsible for making sure that services are being seamlessly delivered to external customers. The ideal candidate will still be hands-on & technical from a product support perspective but also be involved in the day-to-day operations of the service desk. This is an opportunity to grow the service function within the overall business.

A specific training plan is provided for all company products supported on the desk.

Contact me on 0-7-7-9-1-6-1-5-7-0-3 for job spec and client details.

Responsibilities

* Resolving customer issues, incidents, and problems where feasible, through product knowledge and technical investigation.
* Develop trusted relationships with clients and stakeholders responsible for services.
* Ensure adherence to service management principles – ITIL led; Configuration management, problem management, change management, IT helpdesk function, release, and version control.

Skills & Experience

* 5+ years’ service desk/Incident management experience
* Working within a product support role alongside IT technicians and engineers
* Experience in utilising the ITIL framework in the delivery of IT services.
* Experience in overall infrastructure, desktop support, Microsoft & Office 365 suite (Outlook, Exchange, etc.).
* Previous experience of software delivery and/or delivering project services to multi-client environments.

This role has a fantastic career path. There are plans for this role to grow and build a team.

Salary on offer is up to 50K + Bens. Free parking onsite. This is an office-based role. No homeworking. Some flex around start and finish. Office based in the Warrington area, commutable from Wigan, Manchester, and Liverpool.

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

Recruiter:Jo Bevington Phone: 0161 913 2621
Email: My Social

Divisional Head: Security Infrastructure and Incident Management

Location: Pretoria

Description

The main purpose of this position is to provide leadership and strategic direction for the Security Infrastructure and Incident Management Division, which includes the provision/oversight of the physical security systems, physical security infrastructure, and security liaison and response functions.

The successful candidate will be responsible for the following key performance areas:

• Oversee functions of the division (i.e. the provision/oversight of the physical security systems, physical security infrastructure, and security liaison and response functions).
• Provide input into the departmental strategy and policy in line with the South African Reserve Banks (SARB) strategy, and communicate and clarify the vision and strategic goals of the department to own team.
• Develop and implement policies for the division in support of the departmental strategy.
• Develop and implement the divisional operational plan to ensure strategic and operational objectives are achieved.
• Ensure compliance with policy, procedures and audit findings to mitigate risk in the division.
• Oversee the management of all personnel and resources allocated to the division.
• Create a performance culture in the division, define performance expectations and conduct effective performance management of direct reports.
• Oversee the divisional costs, ensuring alignment with related functions and the organisational value chain.
• Oversee and authorise the provision of management information for decision-making purposes.
• Oversee the provision of security systems management for the SARB Group to ensure that appropriate security infrastructure is utilised, and that adequate support and maintenance mechanisms are in place.
• Oversee the design, implementation and maintenance of security systems to ensure a secure operational environment.
• Oversee the SARB Groups capacity to manage and coordinate all incidents through the National Operations Centre (NOC).
• Oversee the provision of security services across the SARB Group in line with the service delivery model.
• Oversee the National Incident Management Centre and ensure that the SARB Group is able to adequately and appropriately detect, respond and recover from relevant incidents.
• Oversee physical assets and infrastructure design elements within a facility for security purposes unrelated to systems.

Job requirements

• Honours degree/Postgraduate Diploma (NQF8) in Computer Science, Information Technology or an equivalent qualification;
• a minimum of 10 years experience in a security and/or systems management environment with at least five years in a senior management position; and sound knowledge and experience in areas such as incident management, infrastructure management, security systems management and stakeholder engagement.

The following would be an added advantage:

• Successfully completed a Senior Management Development Programme.
• Additional requirements include:
• leading change;
• strategic thinking;
• building and maintaining trust;
• developing and empowering others;
• fostering diversity and inclusion;
• leading teams through effective communication and collaboration;
• managing complexity and ambiguity;
• building and maintaining relationships;
• a drive for results; and
• Sound judgement and decision-making skills.

Leader in the enterprise asset management arena is urgently seeking an experienced Technical Support Specialist / Service Desk Technician to provide high value implementation and technical support to their largest enterprise customers. You will need to love solving technical problems, moving fast and working proactively with customers.

You will be tasked with ensuring the timely service delivery of customer solutions, through effective communication, technical support and building solid relationships.

Minimum requirements include but are not limited to the following:

• Relevant degree (NQF level 7)/ diploma (NQF level 6).
• Project Management qualification preferred
• Certification/Professional Registration ITIL or similar would be an advantage
• 5+ years’ experience in similar customer focused roles – especially post-sales technical support
• At least 3+ years of ICT sector service desk support experience.
• Have worked with Service desk tools and Incident/Problem/Request processes.
• Experience with Software as a Service technology would be an advantage
• Experience configuring, updating and supporting software solutions in a multi-location environment
• Ability to work efficiently in a highly demanding and fast paced environment
• Self-motivated with the ability to dive right in, be effective and make a difference
• Exceptional problem-solving skills and the ability to work well independently as well as collaboratively with a team and customers
• Effective interpersonal and communication skills.
• Customer driven.

Key responsibilities include but are not limited to the following:

• Ensure that all client solutions are implemented as per client requirements and expectations
• Managing delivery and handling customer incidents, problems, and requests within strict Service Level Agreements.
• Participate in Continual Service Improvement Activities to add value to the services provided to customers
• Consulting and client reassurance
• Technical writing – Documentation & Knowledge Base maintenance and update
• Support Quality Assurance
• Establish long term relationship between yourself and the customer – driving customer loyalty

Location: Gauteng (Hybrid / Semi Remote Working)

If you are up for the challenge and would like to know more, kindly confirm your interest and send a detailed CV (in MS Word format) to (Reference SDT_TN_GP)

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Technical Support Representative page is loadedTechnical Support Representative Apply locations Johannesburg time type Full time posted on Posted 30+ Days Ago job requisition id R46662

Description

This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems. Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and team performance.

Qualifications:

• Bachelor’s degree in a technical field or equivalent experience.

• 1-2 years job related experience.

• Experience with software support (technical troubleshooting and usability support)

• Experience with internet troubleshooting and website support

• Experience with supporting accounting applications a plus.

• Experience with enterprise technical support including software, hardware, and enterprise systems a plus.

• Experience with support account/billing related assistance a plus.

• Ability to adapt and multi-task to support incoming calls, email, chat, etc.

• Ability to quickly understand key terms and phrases to apply appropriate troubleshooting techniques.

• Ability to work with difficult customers and diffuse frustrating situations.

RELX is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact or if you are based in the US you may also contact us on 1. .

Please read our Candidate Privacy Policy .

Key Responsibilities :

Primary Duties :

• Provide telephonic and on-site technical support
• Perform first-level fault finding and testing
• Assist with system design and application for the sales team
• Deliver technical training and product demonstrations
• Evaluate new product performance
• Maintain the product demonstration room
• Capture support cases and generate weekly reports on the ERP system

Secondary Duties :

• Assist R&D with product testing and development
• Support the Marketing team with technical documentation

General :

• Follow company policies and health & safety procedures
• Support broader operational tasks when needed

Key Performance Indicators (KPIs) :

• Accuracy of support, designs, testing, and reporting
• Quality of ERP case entries and weekly reports
• Professional execution and task completion
• Compliance with internal processes and procedures

Time left to apply: End Date: September 2, 2025 (12 days left to apply)

Job Requisition ID: JR100542

To provide maintenance and technical support to the facilities department, particularly laboratory work to ensure the smooth operation of laboratories and their supplies, including LN2 and CO2 plants. The Junior Technical Support will collaborate closely with the senior technician to uphold high standards of technical support offered to the organization.

1. Laboratory Equipment Maintenance: Perform routine maintenance, inspections, and calibration of laboratory equipment including bio-safety cabinets, centrifuges, pipettes, incubators, freezers, ULTs, etc.
2. Bio-safety Level 2 & 3 Laboratories: Knowledge of bio-safety practices and standards. Ensure proper functioning and cleanliness of laboratories, including decontamination procedures.
3. Maintenance Planning: Assist with planning, providing suggestions and solutions for plant/machine/equipment malfunctions in accordance with FM maintenance standards.
4. Setup and Commissioning: Assist with setup and commissioning of plant/machine/equipment and guide proper use of laboratory equipment.
5. Liquid Nitrogen Plant: Assist in maintenance and operation, ensuring client LN2 supply demands are met.
6. Troubleshooting: Repair equipment malfunctions in coordination with external service providers if needed.
7. Waste Disposal: Oversee proper disposal of biohazardous waste.
8. Spare Parts Monitoring: Maintain laboratory equipment spares according to FM standards.

Note: The candidate will be expected to work overtime when required.

• Electrical N3
• HVAC or Refrigeration Certificate

• At least 3 years’ experience in Medical/Scientific Laboratory facilities or equivalent.
• Experience in refrigeration maintenance.
• Experience working in a Bio-Hazard Research Facility.
• Experience with Microbiological Safety Cabinets, Fume Cabinets, and Class III Isolators is an advantage.

• Understanding of national and international industry standards.

• Excellent organizational and interpersonal skills.
• Knowledge of laboratory equipment, refrigeration, and applicable codes.
• Ability to read wiring schematics, specifications, and manufacturers’ literature.
• Organized, proactive, and committed to completing projects.
• Ability to plan, organize, and meet deadlines.
• Systematic, careful, dependable, and friendly.
• Excellent problem-solving skills.
• Strong oral and written communication skills.
• Ability to work independently with minimal supervision.

Employee

September 2, 2025

Only shortlisted candidates will be contacted. If you do not hear within 14 days of the closing date, consider your application unsuccessful.

Africa Health Research Institute (AHRI) aims for optimal health and well-being of under-resourced populations. Based in KwaZulu-Natal, South Africa, AHRI conducts population, basic, translational, social, and clinical sciences research. We collaborate globally and prioritize training the next generation of African scientists. Our values include ubuntu, transformation, leadership, innovation, excellence, and collaboration.

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Technical Support Lead to join one of our clients ' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

Responsibilities :

Deep Troubleshooting & Debugging

Diagnose hardware issues involving Bluetooth, GPS, sensors, and firmware / software using diagnostic APIs and tools

Reproduce, isolate, and resolve complex issues such as multi-device confusion, virtual fence behavior, and intermittent connectivity

End-to-End Ticket Ownership

Manage support tickets from first report through confirmed resolution

Provide accurate root cause analysis and timely follow-up

Translate technical findings into clear, actionable guidance for customers and Tier 1 support

Documentation & Process Design

Create and continuously refine SOPs, runbooks, quick-start guides, and troubleshooting documentation

Maintain a structured, searchable, and up-to-date knowledge base

Communication & Collaboration

Act as the primary technical point of contact for escalated issues

Work directly with third-party engineering teams to expedite fixes with clear context and ownership

Quality Metrics & Continuous Improvement

Monitor support KPIs such as CSAT, First-Contact Resolution, and SLA compliance

Lead post-mortems on critical or escalated issues and implement preventive improvements

5+ years of hands-on experience in technical support or field engineering for IoT or hybrid hardware / software systems

Strong skills in debugging Bluetooth , GPS , firmware , and API-based integrations

Advanced user of support tools like Zendesk and documentation platforms

Excellent written and verbal communication skills; able to explain complex topics clearly and concisely

Highly organized, process-oriented, and self-motivated; continuously improves workflows based on real-world feedback

Comfortable working across multiple time zones and taking full ownership of technical issue resolution

Additional Information :

The team provides hands-on support from 09 : 00–21 : 00 EST

Should be flexible for urgent escalations and cross-time zone handovers