Vacancy Details
Employer: Masthead (Pty) Ltd
At Masthead, our passion is keeping businesses in business. As a national supplier of risk management services to independent financial advisors and other licensed financial service providers (FSPs), we know this can only be achieved through the calibre of people we employ – people who are client focused, set themselves high standards of delivery and have a willingness to go the extra mile.
Position summary:
We are looking for a highly organised, detail-oriented Helpdesk Operations Coordinator (RiskMaster) to support the daily operations of our RiskMaster helpdesk. This role is critical in ensuring efficient handling of support requests, maintaining system performance standards, and acting as a bridge between end-users, IT teams, and risk management stakeholders.
Duties and responsibilities:
Helpdesk Support & Query Management
- Act as the primary point of contact for all RiskMaster-related queries
- Log, track, and resolve helpdesk tickets within agreed SLAs
- Monitor response timelines and proactively escalate complex issues to relevant technical teams
- Provide timely feedback and maintain clear communication with users
- Identify recurring issues and recommend improvements
Organisational Structure Maintenance
- Action and implement structural and user changes
- Perform bulk updates to user assignments on active audit reports when role holders exit or change positions
- Conduct monthly system access reviews to ensure accuracy of user roles, permissions, and reporting lines
- Liaise with business units to ensure organisational changes are accurately and timeously reflected in the system
OneDrive & Document Management
- Manage RiskMaster documentation within OneDrive
- Ensure version control, accessibility, and compliance with governance standards
- Maintain user guides, SOPs, and training materials
General Operations & Professional Conduct
- Support day-to-day helpdesk and operational activities
- Adhere to company policies and compliance requirements
- Maintain professionalism in all stakeholder interactions
- Contribute to continuous improvement initiatives
Front Office Support
- Provide administrative and coordination support to business users
- Assist with onboarding and training of new RiskMaster users
- Facilitate communication between business and technical teams
- Ensure a positive and responsive user experience
Candidate Requirements
Minimum Requirements - Qualifications & Work Experience
Qualification:
- Matric + relevant certificate in Information Systems, Business Administration, Risk Management System, or related field
- 1-2 years of experience in helpdesk support, operations coordination, or similar role
- Familiarity with RiskMaster or similar risk management systems is highly advantageous
- Strong understanding of ticketing systems and service management processes
- Basic understanding of FAIS, FICA and POPI
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint) and reporting tools
Please note that only applicants who meet these requirements will be considered for this position.
Competencies and Skills
- Strong analytical and problem-solving abilities
- Excellent verbal and written communication skills
- Strong organisational and time-management skills with the ability to prioritise effectively
- Attention to detail and a strong focus on service quality
- Ability to work independently as well as within a team
- Ability to manage multiple tasks and prioritise effectively in a fast-paced and high-pressure environment
Masthead is running an internal and external recruitment process simultaneously for this role. Masthead is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions.
Should you receive no correspondence within two weeks of the closing date of this job advert, please consider your application unsuccessful.
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