ICT Helpdesk Support at National Lotteries Commission

MAIN PURPOSE OF THE JOB

• To deliver first-line ICT support services to internal users by responding to incidents, service requests, and
• technical queries. The role ensures timely resolution or escalation of issues to maintain service continuity and
• compliance with NLC ICT Service Management standards.
• SALARY SCALE:
• Commensurate with qualifications and experience.

REQUIRED QUALIFICATIONS

• National Diploma or Certificate in Information Technology, Computer Science, or related field.
• CompTIA A+, N+, or equivalent qualification (required).
• ITIL Foundation certification (advantageous).

REQUIRED WORK EXPERIENCE:

• Minimum 2–4 years’ experience in ICT Helpdesk or Technical Support role.
• Experience in incident logging, troubleshooting, and escalation using a service desk tool (e.g., Jira,
• ServiceNow, Freshdesk).
• Exposure to Windows, Office 365, printers, and network troubleshooting.
• Familiarity with Active Directory, password resets, and end-user configuration support.

KEY RESPONSIBILITIES:

• Log, prioritise, and resolve ICT service requests and incidents.
• Provide first-line diagnosis and troubleshooting for user issues.
• Escalate unresolved incidents to appropriate ICT specialists.
• Provide timely feedback to users and ensure clear communication throughout the ticket lifecycle.
• Assist with onboarding and basic ICT induction for new employees.
• Document user interactions and resolutions in the service desk system.
• Support desktop, laptop, printer, and peripheral installations.
• Perform routine software updates and configuration changes under supervision.
• Support Office 365, Teams, and email access issues
• Track open incidents and follow up on pending resolutions.
• Generate daily/weekly reports on Helpdesk activities and trends.
• Identify recurring issues and recommend preventive measures.
• Adhere to ICT policies, procedures, and information security standards.
• Always protect user credentials and confidential information.
• Support compliance with POPIA, PFMA, and ICT Acceptable Use Policy.
• Average incident resolution time and SLA compliance.
• User satisfaction ratings and feedback.
• Reduction in recurring incidents.
• Accuracy of Helpdesk logs and documentation.
• Adherence to ITIL processes and escalation procedures.

REQUIRED COMPETENCIES AND SKILLS

• Strong troubleshooting and problem-solving skills.
• Basic knowledge of LAN/WAN, hardware, and software support.
• Understanding of ITIL service management and escalation protocols.
• Good communication and interpersonal skills for user engagement.
• Ability to document incidents and maintain accurate support logs
• Customer-focused and service-oriented.
• Reliable, patient, and responsive under pressure.
• Team player with good communication skills.
• Positive attitude and eagerness to learn.
• Professional conduct and attention to detail.

CLOSING DATE: 24 FEBRUARY 2026