ICT Desktop Officer at GEMS

About the position

Introduction

The position for ICT Desktop Officer is vacant. The ICT Desktop Officer will report directly to the Senior Manager ICT Service Management and will form part of the ICT Division within the Government Employees Medical Scheme (GEMS). The position is based at Head Office in Pretoria.

The Total remuneration package for this position is R 503 635 per annum, based on qualifications and experience.

The closing date for applications will be Monday, 08 June 2026.

Duties & Responsibilities

The ICT Desktop Officer will be required to perform the following functions within the ICT Division under the supervision of the Senior Manager ICT Service Management through the implementation of the following Key Performance Areas (KPAs):

• Ensure Service Desk Integrity.
• Maintain and update Information Technology Service Management Tool.
• Log and assign all calls in relation to Incidents, and Service Requests.
• Provide 1st line support and advise on all aspects of ICT incidents and requests.
• Provide technical troubleshooting and resolutions using investigative techniques.
• Monitor and analyse service desk records.
• Ensure service desk is monitored and run efficiently and effectively by ensuring the configuration management database is continuously updated.
• Plan work schedules for installations of hardware and software.
• Assist in the maintenance of IT equipment.
• Maintain the asset register.
• Assist in basic user training.
• Provide feedback to customers about service desk operational and support processes.
• Monitor and track ICT enquiries through service desk applications.
• Provide feedback to end user support from receipt of query to closure of query.
• Ensure that Senior Manager ICT Service Management is notified of events which impact service delivery.

Desired Experience & Qualification

• National Certificate/Diploma in Information Technology or equivalent (NQF 5).
• 1-2 years' functional experience working in an ICT environment.
• Good understanding of Personal Computers, peripheral devices and currently Microsoft applications and technologies.
• Experience in working with a diverse range of operating systems and applications, as well as service desk management applications.
• Good understanding of ITIL Processes.

Skills and Behavioural Competencies:

• Strong analytical and problem skills.
• Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities.
• Proven ability to be flexible and work hard, both independently and in a team environment.
• Excellent communication skills.
• Demonstrated ability to work in a cross-functional, fast-paced, and data-centric environment.

Desirable:

• Understanding of the medical schemes industry.

Interested?

Should you be interested, please apply for the position by emailing your CV to [Email Address Removed]

GEMS employs people with the highest level of integrity - submission to the appropriate pre-employment assessment is obligatory to be considered for the position.

Kindly note that the information provided on the application for the position may be shared with a third party for vetting purposes and will be stored by GEMS for a period of 5 years.

Kindly note that information is required for the Recruitment and Selection Process Purposes, and information gathered is strictly used according to the intended purpose of collection, unless there is a legal need or permission is granted from the applicant themselves to make use of it for other purposes

Should you wish to have your information removed from the GEMS database, kindly send a request in writing to [Email Address Removed] .

GEMS adopts a hybrid work model.

An internal employee must be in their current role for at least 12 months before they will be considered for other vacancies within the Scheme.

GEMS reserves the right not to proceed with an appointment.

GEMS is guided by the principles of employment equity. Preference will be given to groups who are underrepresented in accordance with the GEMS employment equity plan.

Successful candidates will be required to seek approval to conduct other work outside of GEMS.

GEMS Employees are required to conduct themselves in a manner that reflects the organisation's paramount values: Excellence, Member Value, Integrity, Innovation, and Collaboration.