Gauteng, Johannesburg
Posted 1 month ago

Together with our client, a leading claims administrator in Johannesburg, we are recruiting for a IT Operations/Help Desk Team Leader to assist with managing the software help desk call centre, which includes responsibilities such as onboarding new clients, conducting training sessions for new clients, internal IT support to employees, performing in-depth system analysis, and conducting investigations and fixes.

Duties and Responsibilities:

  • Managing the overall support desk which includes the support agents, development schedule and heading up projects
  • Ensure support tickets are actioned in a timely fashion and regular feedback given to clients
  • Project manage ad-hoc projects and rollouts
  • Maintain service, quality and desired outputs across the business process by ensuring compliance to policies, procedures and standards
  • Maintain/update/develop work routines in line with operational plans/schedules in order to manage achievement of service delivery goals
  • Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery
  • Identify, accumulate and analyse statistics that reflect on your team’s performance
  • Provide leadership and guidance to the support team, including scheduling, task assignment, and performance monitoring
  • Ensure that on-site support, training and implementation are carried out effectively and meet client expectations
  • Conduct regular training sessions to enhance the technical skills of the support team
  • Provide security guidelines and information to all staff
  • Construct and analyse complex/advanced SQL queries; perform in-depth data analysis
  • Software installation and training
  • Wite specs documents for new development requests/changes
  • Write user manuals
  • Write/Create Support Proces flows and audits
  • Application testing for version release
  • Office network, laptop and printer support and troubleshooting
  • Laptop setup maintenance in terms of Windows updates, malware protection, printer setup, security standards and troubleshooting for all employees
  • Assist clients remotely and on-site with printing, email, scanning and network issues
  • Create new reports on Microsoft Report Builder servicing both company and client operational and analytical needs
  • Call centre telephone system maintenance, setup and support
  • Onboarding of new clients
  • Ensure data retention policies are adhered to with regards to the applicationPlan and execute maintenance windows and software releases
  • Maintain and update equipment register
  • Safely destroy old equipment
  • Security awareness training and information
  • Work beyond regular office hours when required
  • Implement releases/changes most Friday evenings

Qualifications and Experience:

  • Matric, CompTIA A+, CompTIA Network+ (or similar), SQL query intermediate level
  • Support centre certifications and/or degree in Information Systems
  • Strong business process background: able to quickly absorb information on, and identify and troubleshoot inefficiencies in, client business practices
  • Strong technical background in software fault finding investigations, and in analysis in SQL database
  • Min 5 years experience within a similar medical software application support desk and operations
  • Experience in intermediate/Advanced SQL queries and investigations and analytics
  • Proficient in project management, scheduling, and team coordination
  • Skilled in software setup, installation and user training
  • High proficiency in computer application technology, especially Microsoft 365, SharePoint and OneDrive
  • High level remote monitoring / support / investigation / administration experience

Required qualities:

  • Analytical with attention to detail
  • Leadership skills
  • Excellent communicator
  • Driven to bring about Customer Service Excellence
  • Adaptable
  • Able to resolve conflict and de-escalate high-stress situations


  • R40 000.00 – R55 000.00 (depending on experience)
  • Yearly bonus – target based
  • 15 days annual leave, with 2 additional annual leave days for every 5 years’ service completed

Only candidates who meet all the requirements stipulated in this advert will be considered. If you don’t receive feedback from us within 2 weeks of your application, please consider your application unsuccessful.

To apply please send your CV and supporting documents to with REF: IT  

Job Features

Job CategoryInformation technology

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