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. Responsibilities 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 & 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. EEO Statement 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. #J-18808-Ljbffr