IT Helpdesk

About

Description

The IT Helpdesk Specialist provides first-line technical support, troubleshooting, and user assistance to SFP employees, consultants, and advisers across all digital platforms and systems. The role ensures quick resolution of IT incidents, effective escalation management, and proactive support to maintain system availability, data integrity, and user satisfaction. This position plays a key role in the Technology & Enablement (T&E) team, partnering with the IT Operations Specialist, Systems Analyst, and Business Analyst to ensure smooth day-to-day technology operations.

Responsibilities

• Serve as the first point of contact for system and application-related queries
• Log, categorize, and resolve incidents in the IT Service Management (ITSM) system (e
• g
• , ServiceNow/JIRA)
• Track, manage, and close service requests within agreed SLA timelines
• Ensure consistent, professional communication with users during issue resolution
• Conduct follow-ups to confirm problem resolution and user satisfaction
• Assist in root cause identification and documentation for recurring issues
• Diagnose and resolve issues related to SFPOnline, MS365, CRM tools, and internal applications
• Escalate complex issues to the IT Operations Specialist or Group IT as necessary

Qualifications

• Matric
• Must have completed and be in possession of a 3-year National Diploma or Degree in IT
• 2–4 years of IT support/helpdesk or service desk experience in a corporate environment
• Experience using ServiceNow or similar ITSM tools
• Proficiency in MS365 administration, Outlook, Teams, and SharePoint
• Financial services systems and digital platforms exposure (advantageous)
• Familiarity with Agile and Change Management frameworks
• Relevant regulatory legislation and compliance knowledge and interest
• Basic understanding of networking concepts and end-user security best practices

Application instructions:

• The recruiter reserves the right to withdraw the advertisement prior to the closing date or to allow further applications to be submitted after the closing date indicated.