Application Helpdesk

Job Description

We are actively searching for a talented and experienced Application HelpDesk. Professional resources provided must be guided by best practice principles and standards supported by relevant skillsets, experience, and certifications in ITIL 4 practices as a methodology and approach for ICTSM’s consolidated HelpDesk for ICT Applications and Infrastructure Service Requests


  • Incident Logging
  • Incident Management
  • Problem Management
  • Configuration Management
  • Release Management
  • Change Management
  • Provision of a centralised point of contact which will be via an incident management system which logs a reference ticket in email response, telephonic follow up, remotely or physically resolution of requests.
  • All service desk requests and/or logs shall be maintained, to provide detailed reports at the end of the month.
  • Assignment of request to applications and infrastructure technical help desk technicians
  • Management of daily support requests, speedy resolutions of faults and adherence and enforcement of SLA performance framework and service delivery
  • Adherences and enforcement policies and procedures for delivery of end-user support. Include recording procedures, test fixes and follow-ups.
  • Study end-user support tools and systems currently in place at the Services SETA and make recommendations for enhancements or reconstructions.
  • Build / Enhance Systems in line with approved recommendations above


  • Diploma or equivalent in Information Technology Knowledge of Learner Management Information Systems would be an added advantage
  • Industry qualifications: ITIL, (Latest ITIL 4 would be an added advantage), Min 5 years’ experience in the above domain

If you meet the above requirement please email your CV to

Job Category: IT
Job Type: Contract/Permanent
Job Location: Johannesburg

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