IT Helpdesk Administrator

We are a highly entrepreneurial and opportunity focused company who want to be the most desired creative company on the African continent and beyond. To achieve this, we set out to inspire our people and define ourselves as a Group with one powerful orientation at our core: WE BOLDLY GO. These few words serve as both an invitation and challenge to all our people to always do the BOLD thing, together. The idea that, in the face of considerable challenges & change, we would be daring enough to do something audacious. Challenge yourself. Be bold. Join us.

We need a Mid-level IT Helpdesk Administrator who is the engine room behind our IT operations - someone who keeps tickets moving, project timelines on track, and procurement running smoothly. You’re organised without being rigid, proactive without being pushy, and you bring a warm, approachable energy that makes people feel looked after.

You’re the kind of person who doesn’t let things fall through the cracks. You anticipate what’s needed before it’s asked for. You communicate clearly and follow through consistently. In a busy creative agency, you’re the person who quietly makes sure everything runs.

You bring structure to chaos, energy to routine, and a can-do attitude every single day.

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The Role

Based in Cape Town, you’ll sit at the heart of the IT function at Up & Up Group, keeping the helpdesk running efficiently, managing IT procurement, and ensuring project timelines are tracked and delivered. You’ll work closely with the IT Support Engineer and broader team to make sure the agency’s technology operations never skip a beat.

This role is as much about people and process as it is about technology. You need to be a sharp administrator, a confident communicator, and someone who genuinely cares about delivering a great experience to every person who raises a ticket.

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Key Responsibilities

Helpdesk & Ticket Management:

• Own the helpdesk queue — logging, triaging, assigning, and tracking all IT support tickets from creation through to resolution.
• Ensure tickets are updated timeously and accurately, with clear communication to users on progress and expected resolution times.
• Monitor SLA adherence and flag risks proactively before deadlines are missed.
• Act as the first point of contact for IT queries, providing a friendly, professional, and efficient service experience.
• Escalate complex technical issues to the IT Support Engineer with full context and documentation.
• Generate regular helpdesk reports and identify recurring issues or trends to drive continuous improvement.

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Project Timeline Coordination:

• Maintain and track IT project timelines, ensuring milestones are clearly documented and stakeholders are kept informed.
• Coordinate schedules, meetings, and deliverables across IT projects, flagging delays and keeping things on track.
• Assist in the planning and rollout of new systems, hardware deployments, and technology upgrades.
• Maintain accurate and up-to-date IT documentation, including asset registers, process guides, and project records.
• Liaise between technical teams and non-technical stakeholders to ensure clear, consistent communication.

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IT Procurement:

• Manage end-to-end IT procurement — from identifying needs and sourcing quotes to purchase order processing and delivery tracking.
• Maintain relationships with IT vendors and suppliers, negotiating where possible to ensure value for money.
• Track and manage the IT asset register, ensuring all hardware and software licences are accounted for and up to date.
• Coordinate warranty claims, repairs, and hardware replacements efficiently.
• Ensure procurement processes comply with internal approval workflows and financial controls.

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What You Bring:

• Highly organised with a natural ability to juggle multiple priorities without dropping the ball.
• Proactive and driven — you spot gaps and fill them before anyone has to ask.
• Warm, approachable, and a genuine people-person who makes every interaction feel easy.
• A clear, confident communicator — both written and verbal — who keeps everyone in the loop.
• Detail-oriented and process-minded, with a focus on accuracy and follow-through.
• Able to stay calm and composed in a fast-paced, creative environment.
• A team player who takes ownership and holds themselves accountable.

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Technical & Administrative Skills:

• Solid experience working with helpdesk and ticketing systems — specifically Freshdesk, Jira, and/or ServiceNow.
• Proficiency in Microsoft 365 — including Outlook, Teams, Excel, and SharePoint.
• Experience managing IT procurement processes and vendor relationships.
• Familiarity with IT asset management and licence tracking.
• Basic understanding of IT infrastructure, hardware, and software — enough to triage tickets and communicate effectively with technical staff.
• Experience with project coordination tools and maintaining project documentation.

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Qualifications & Experience:

• A diploma, degree, or relevant qualification in IT, business administration, or a related field or demonstrated equivalent experience.
• 2–3 years’ experience in a helpdesk, IT administration, or similar coordination role.
• Experience in a creative, advertising, or agency environment.
• Familiarity with ITIL or similar IT service management frameworks.
• Microsoft 365 administration basics.