Consolidated Helpdesk - Support Consultant

CONSOLIDATED HELPDESK - SUPPORT CONSULTANT

Listing status: Online

Apply by: 10 April 2026

Job category: Helpdesk and Technical Support

Contract: Permanent

Remuneration: Market Related

EE position: No

To provide comprehensive system support and training to the Franchise Channel on the Athena (AS400) platform, ensuring effective use across contracting, procurement, billing, reporting, and administration functions. This role manages helpdesk tickets, resolves system-related issues, supports business process mapping, and participates in testing platform enhancements to improve functionality and user experience.

Business Support

• Manage daily support calls logged into the helpdesk and resolve within 24-48 hours
• Escalate calls outside user authority levels, following appropriate governance procedures
• Redirect unresolved calls to relevant business areas after thorough troubleshooting
• Troubleshoot with users ensuring call outcomes are satisfactory and signed off by initiators
• Highlight areas of failure or improvement and provide feedback to business
• Ensure users have appropriate access to all required modules within applicable rules of engagement

System Operations

• Proactively identify system-related issues affecting users on platforms
• Highlight system issues to development team and business analyst for investigation
• Identify training needs on platforms within the channel
• Plan and attend to all training requirements logged by franchise channel
• Maintain user access to systems (adding new users, modifying user access, deleting dormant users)
• Test new, improved, or changed system items
• Adhere to governance and change control procedures
• Respond to all helpdesk tickets in a professional manner within agreed turnaround times
• Maintain adequate skills to support channel across all platforms
• Manage suggestions from channel for areas of improvement
• Publish system-related notifications when requested

Admin Support

• Assist with administration activities handled by the Business Analyst
• Attend workshops to refine procedures affecting Athena and the franchises
• Review Standard Operating Procedures before publishing to stakeholders
• Coordinate tasks within projects during execution phase and update information sheets

Training Facilitation

• Identify training needs through activation of new users within franchises
• Facilitate training workshops on-site and virtually within the franchise channel

Core Competancies

• Deciding and initiating action
• Adhering to principles and values
• Writing and reporting
• Applying expertise and technology
• Planning and organising
• Following instructions and procedures
• Adapting and responding to change
• Working with people
• Presenting and communicating information
• Coping with pressures and setbacks

Qualifications:

• Matric (Essential)

Experience:

• Minimum of5 years' work experience in support and/or operations
• Experience working on AS400(Essential)

Skills:

• Strong troubleshooting and problem-solving abilities
• Excellent communication and interpersonal skills
• Ability to provide training and user support
• Proficiency in system user access management
• Customer service orientation with attention to detail