42 Incident Management jobs in South Africa

About our client: Our client, a global leader delivering innovative solutions, seeks a dynamic and motivated team member to join their high-performing team. The successful candidate will work in a hybrid or office environment, collaborating with a diverse global team to drive results, foster innovation, and contribute to a culture of inclusion and opportunity. Join our client on a 12-month graduate program designed to kickstart your career.What you will be doing: Play a key role in Incident Management support, where you'll conduct status assessments, engage relevant teams, provide whiteboard updates, facilitate clear communications, and contribute to overall incident management during critical situations.Act as the initial point of contact and facilitator for system-generated events, ensuring timely responses and resolutions across multiple systems and environments within the environment.Embrace a dynamic work schedule that includes a variety of shifts, including weekends and holidays, to provide comprehensive support and coverage.What our client is looking for: A BCom, BA in Linguistics and Communication, Business Systems, or an IT-related qualification.Call center experience preferred.Excellent verbal and written communication.Business-level English proficiency.Work Type: Hybrid with 3 days in their Cape TownJob ID: J For a more comprehensive list of opportunities that we have on offer, do visit our website - Incident, Specialist, Graduate, Service Desk, Cape Town, USA hours, rotational shifts, BCom Information Systems, BSc Computer Science, 2025 Graduate Program

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.

Main Responsibilities

• Team Leadership & Management: Lead, mentor, and develop a team of service desk professionals, ensuring they are well-equipped to handle IT support requests efficiently and professionally.
• Incident & Request Management: Oversee the resolution of technical issues and service requests from bank employees, ensuring all incidents and requests are tracked, escalated when necessary, and resolved within service level agreements (SLAs).
• Service Delivery Optimization: Continuously improve service desk processes, workflows, and procedures to ensure timely resolution of issues, reduce downtime, and enhance user satisfaction.
• Escalation & Issue Resolution: Act as the point of escalation for complex or unresolved issues, coordinating with other IT teams (network, server, security, application support) to resolve more complicated technical problems.
• Service Level Agreement (SLA) Management: Monitor and enforce adherence to SLAs for incident response and resolution, ensuring the service desk meets the agreed-upon performance targets.
• Performance Monitoring & Reporting: Track service desk performance metrics (e.g., ticket resolution time, user satisfaction) and prepare regular reports for senior management to evaluate service desk efficiency and identify areas for improvement.
• User Training & Support: Provide training and resources to employees regarding IT systems and self-service tools to reduce the volume of service desk requests and empower end users to resolve basic issues independently.
• Collaboration with IT Teams: Work closely with other IT teams (network, infrastructure, application support, etc.) to resolve technical issues, improve internal processes, and contribute to long-term IT strategy.
• Problem Management & Root Cause Analysis: Implement and manage problem management processes to identify and address the root causes of recurring issues, minimizing future disruptions.
• Budget & Resource Management: Assist with budget planning for service desk operations, ensuring resources (staffing, software, hardware) are aligned with organizational needs and are used efficiently.
• Customer Service Excellence: Foster a customer-focused culture within the service desk team to ensure all employees receive exceptional support in a professional and friendly manner.

Academic Knowledge

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.

Work Experience

• Minimum of 5-7 years of experience in IT support, with at least 2-3 years in a supervisory or management role.
• Experience in managing a service desk in a complex, regulated environment, preferably in a banking or financial services setting.
• Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, JIRA, Remedy) and ticketing systems.

Skills / Specialized Know How

• Strong knowledge of IT infrastructure, desktop applications, operating systems (Windows, macOS, Linux), and common banking software and tools.
• Understanding of network protocols, security standards, and troubleshooting methodologies.
• Knowledge of remote desktop support tools and enterprise-level ticketing systems.

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About our Client:

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.

About the Role:

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!

Duties & Responsibilities

• 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.

Requirements:

• 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.

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About our Client:

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.

About the Role:

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!

Duties & Responsibilities

• 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.

Requirements:

• 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.

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**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors.
This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.
The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.
**Key responsibilities:**
+ Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
+ Uses Managed Services product and process knowledge along with discretion to respond to tickets.
+ Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
+ Flags the need for such content, when relevant articles are not available
+ Provides timely updates to clients, when requested, on any pending requests or tickets.
+ Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
+ Produces breach and aging reports for tickets opened by the service desk.
+ Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
+ Uses sound judgment to escalate an issue to a higher level.
+ Ensures that a professional level of service quality is maintained and that clients are satisfied.
**To thrive in this role, you need to have:**
+ Ambitious self-starter who is passionate about IT.
+ Solid expertise at using sound judgment to escalate an issue to a higher level.
+ Methodical in approach to ticket resolution.
+ Demonstrates an ability to interact with a variety of stakeholders.
+ Demonstrates required integrity to ensure excellent client service and retention.
+ Team player with excellent attention to detail and client focused.
+ Effective verbal and written communication skills.
+ Ability to work in 24X7 shift structure, based on a defined roster.
+ Familiar with ITIL concepts.
+ Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.
**Academic qualifications and certifications:**
+ CompTIA A+ CompTIA Network+ Microsoft Azure Certifications
+ ITILv4
+ CCNA
**Required Technical Skills:**
+ **IT Knowledge:** Understanding of operating systems, ERP Systems, software applications, and hardware.
+ **Troubleshooting:** Ability to diagnose and resolve common technical issues.
+ **Ticketing systems:** Familiarity with tools like ServiceNow.
+ **Remote support tools:** Experience with tools like RDP
+ **ITIL framework** : Knowledge of ITIL principles (especially Incident, Problem, and Request Management).
**Communication Skills**
+ **Clear verbal and written communication** : Explaining technical issues in a user-friendly way.
+ **Active listening:** Understanding user concerns without assumptions.
+ **Empathy and patience:** Handling frustrated users calmly and professionally.
**Problem-Solving Skills**
+ **Analytical thinking:** Breaking down issues to find root causes.
+ **Resourcefulness:** Using available tools and documentation to find solutions
+ **Prioritization:** Managing multiple tickets based on urgency and impact.
**Customer Service Skills**
+ **User-centric mindset** : Focusing on resolving issues efficiently and respectfully.
+ **Follow-up:** Ensuring issues are resolved and users are satisfied **Professionalism:** Maintaining a courteous and helpful attitude.
**Organizational Skills**
+ **Time management:** Handling multiple tasks without missing deadlines.
+ **Documentation:** Keeping accurate records of issues and resolutions.
+ **Attention to detail** : Avoiding mistakes in ticket handling and communication.
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
**Third parties fraudulently posing as NTT DATA recruiters**
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters-whether in writing or by phone-in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an **@nttdata.com** email address. If you suspect any fraudulent activity, please contact us ( ) .

OVERALL, PURPOSE OF THE JOB

To provide exceptional first line technical support to end-users by resolving IT issues efficiently and effectively. The role encompasses managing the helpdesk, attending to incoming calls, and conducting client satisfaction survey and contribute   to the overall improvement of IT services within the organization.

Service Desk

• Manage incoming support requests via phone, email, and ticketing system.
• Prioritize, categorize, and log incidents and service requests accurately.
• Provide first-level technical support and troubleshooting for hardware, software, and network issues.
• Escalate complex issues to higher-level support teams as required.
• Monitor and manage service desk performance metrics.
• Contact clients to update them on the status of their queries logged and follow-up with technicians to make sure the SLA is met as far as possible.

Operations

• Contribute to the development and improvement of helpdesk processes and procedures.
• Participate in knowledge transfer and training sessions.
• Maintain up-to-date knowledge of IT systems, applications, and infrastructure.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Adhere to security policies and procedures.
• Identify and report potential security threats or vulnerabilities.
• Assist in security awareness campaigns.

Customer Service

• Deliver excellent customer service by providing timely and effective support.
• Build strong relationships with customers and foster a positive user experience.
• Manage customer expectations and communicate clearly and professionally.

Knowledge Base

• Contribute to the creation and maintenance of the knowledge base.
• Provide accurate and up-to-date information to users.
• Leverage the knowledge base to resolve incidents efficiently.

Administration

• Manage and maintain IT equipment and inventory.
• Perform routine administrative tasks related to the helpdesk.
• Generate reports and statistics as required.
• Perform other duties as assigned.
• Participate in IT projects as required.
• Provide technical support for project implementations.
• Assist in testing and deployment of new IT systems or applications.

EDUCATION

MINIMUM

• National Higher Certificate in ICT or related equivalent NQF 5 Certificate

IDEAL

• National Diploma in IT and ITIL Foundation and A+ or N+. 

EXPERIENCE 

• 2 years IT Service Desk or IT Administration Experience

Closing date: 18 July 2025

All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.

Responsibilities

• Create new tickets on behalf of the End User or Customer; provide the necessary resolution or escalate for assistance.
• Work towards given SLAs.
• Assist colleagues with required information.
• Demonstrate excellent leadership, time management and organizational skills.
• Familiarity with basic 1st line troubleshooting for a number of broad technologies such as Microsoft Office (O365).
• Security (password resets) and Email related problems.
• Knowledge of Microsoft Office and other office management tools and applications.
• Coordination and Communication: demonstrate strong skills when multiple incidents occur:
• Communication skills (telephonic and written)
• Ability to work unsupervised
• Facilitating feedback on current tasks
• Ability to escalate and provide 1st line break-fix
• Be able to effectively communicate to all areas of business regardless of job description.
• Secure efficiency and compliance to company policies
• Ability to manage frustrated callers by applying good reasoning and logic
• Ticket creation: collect a predefined set of information for each incident logged in the service desk; identify urgency, impact and general timelines of the issue; provide the necessary resolution or escalate for assistance; provide the necessary escalation to various Operations Managers when urgency or impact has been identified; reporting - manual reports need to be generated for key Customers and the information checked to be valid; vendor management - act as a point of contact for both vendor and Customer and coordinate tasks or translate requirements
• Task Management: ability to work independently; following up on issues and outstanding information; create and update records; attention to detail with scheduled tasks is vital.
• Be prepared to perform overtime work and after hours support required

Qualifications and Education Requirements

• Matric is essential
• A+ N+
• Microsoft 365 Fundamentals or similar

Preferred Skills

• Should have proven excellence as Service Desk Engineer/First Point of contact or in another relevant position
• Excellent communication, both verbal and written
• Ability to manage Users calling in quick succession
• Ability to compile basic reports and carry out basic administration
• Where necessary, ability to resolve a User's problem first time; Attention to detail is essential

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IT Service Desk Consultant

We are looking for an IT Service Desk Consultant to provide first line support to Truworths stores by troubleshooting and solving technical, software, hardware, network, and telephony queries. This position will be based at our Head Office in Cape Town.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Retail

Overview

IT Service Desk Consultant to provide first line support to Truworths stores by troubleshooting and solving technical, software, hardware, network, and telephony queries. This position is based at the Head Office in Cape Town.

Responsibilities

• Provide first line IT support to Truworths stores, troubleshooting and resolving queries related to software, hardware, network, and telephony.
• Document incidents and requests, follow up, and ensure timely resolution in line with service levels.
• Escalate complex issues to second line or specialist teams as required and track progress.

Qualifications

• Experience in IT service desk or IT support roles
• Strong troubleshooting, communication, and customer service skills
• Ability to work from the Head Office in Cape Town

We reserve the right to end the alert when the position is filled.

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