REFERENCE NUMBER: IG-2026-ICT-002
Icebolethu Group is an authorised Financial Service Provider FSP45714 and a Level 1 BBBEE Contributor is South Africa's second largest Funeral Assurance Group. Winner of the Standard Bank KZN - Top Brand award for 2022 provides a centre of excellence and a leading provider of dignified burial solutions.
We are seeking a Helpdesk Coordinator to drive the day-to-day operations of our Group ICT Service Desk. This role functions as the operational face of ICT, ensuring all end-user incidents and service requests are efficiently logged, prioritized, and resolved within agreed SLAs while leading a small team of technicians. This role will be based at our Durban offices within the Group ICT Department a Division of Icebolethu Group.
Minimum Qualifications.
- Qualifications: Matric (Grade 12)
- National Diploma/Degree in IT, Computer Science, or a related field
- ITIL 4 Foundation certificate is mandatory (or to be completed within 6 months)
- Compliance: Valid driver's license (Code B/EB) is required.
Experience and Knowledge required
- 2 years of experience in a Service Desk Coordinator or Team Lead role, ideally within a corporate, financial services, or multi-site environment.
Skills and Competencies required
- IT Service Management: Solid understanding of ITIL 4 frameworks (Incident, Request, and Change management).
- Technical Proficiency: Experience with Microsoft 365, Entra ID (Azure AD), Active Directory, and modern ITSM ticketing platforms.
- Leadership & Triage: Ability to lead a small technical team, delegate workloads, and remain calm under pressure.
- Communication: Exceptional customer service skills with the ability to explain technical issues in plain language.
Key Performance Areas
- Operations & SLA Management
- Oversee the incoming ticketing queue; categorize, prioritize, and allocate incidents to ensure strict SLA compliance.
- Act as an escalation point for complex technical issues, coordinating with internal tiers or external vendors.
- Manage user onboarding/offboarding processes, covering account creation, hardware assignment, and access control.
Team Leadership & Quality Control
- Lead daily stand-ups and weekly reviews with technicians to optimize workloads and unblock issues.
- Conduct random ticket audits to ensure high-quality technical documentation and resolution standards.
- Maintain and update the internal Service Desk knowledge base and IT asset registers.
Reporting & Performance Analysis
- Produce weekly and monthly performance reports (tracking ticket volumes, resolution times, and recurring trends) for ICT Management.
- Drive continuous improvement by running monthly user-satisfaction (CSAT) surveys and implementing feedback.
ICEBOLETHU EMBRACES THE PRINCIPLES OF THE EMPLOYMENT EQUITY ACT
NB** We are an Equal Opportunity Employer committed to creating a diverse and inclusive company culture. White, Coloured, Indian candidates are encouraged to apply.
Application Submission and Closing Date:
(NB: Applications with no clarification for the position and location applying for will not be considered)
Please submit all CV’s to hr_recruitment@icebolethu.co.za Closing date for CV submissions is Friday 29 May 2026.