About Kaelo
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

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Role Purpose

The IT Desktop and Asset Admin manages Kaelo’s IT assets, IT procurement and the co-ordination of the service desk ticket queue. Reporting to the Head of IT, the incumbent owns the hardware and software asset lifecycle, licence compliance and the asset budget, and ensures that every ticket is assigned, progressed and escalated so that users receive the service they are owed.

This is an administrative role and does not provide operational technical support. It gives IT Operations its administrative discipline — accurate asset records, controlled spend, timely procurement and a ticket queue that does not stall — and is a material contributor to the department’s audit and ISO 27001 evidence.

Key Responsibilities

1. Hardware Asset Management

• Own the hardware asset register across all sites, covering laptops, desktops, mobile devices, peripherals and infrastructure equipment.
• Track assets through the full lifecycle — receipt, allocation, movement, return, repair, decommissioning and disposal.
• Manage IT equipment stock levels and run regular stock and asset reconciliations, resolving variances.
• Co-ordinate repair, warranty and replacement logistics with suppliers, and record outcomes against the asset register.
• Co-ordinate secure disposal of retired equipment, including evidence of data sanitisation.

2. Software & Licence Management

• Maintain the register of software, subscriptions and licences, including entitlements, assignments and renewal dates.
• Monitor licence usage against entitlement and flag under- or over-licensing.
• Give early warning of upcoming renewals so that decisions are made before contracts lapse or auto-renew.
• Reclaim and reassign licences on staff exits and role changes.

3. Asset Budget & IT Procurement

• Manage the IT asset budget, tracking expenditure on hardware, software and licences against plan.
• Run IT procurement, including quotations, purchase requisitions, purchase orders and goods receipt.
• Forecast equipment requirements for new employees, replacements and business growth, and support replacement planning.
• Process and reconcile supplier invoices, resolving queries with suppliers and the Finance function.

4. Ticket Co-ordination

• Monitor the service desk queue and ensure that unassigned tickets are assigned to the right engineer promptly.
• Track tickets against service levels and communicate delays to the responsible technicians.
• Escalate tickets at risk of breach, or stalled without progress, to the Head of IT as necessary.
• Keep users informed of progress on delayed requests, and report on queue volumes, ageing and service level attainment.

5. Records, Reporting & Compliance

• Maintain the asset and procurement evidence required for internal audit, ISO 27001 asset management controls and insurance.
• Track completion of the IT elements of the joiner, mover and leaver process.
• Produce regular reporting on assets, licences, procurement spend and ticket queue health for the Head of IT.
• Handle personal information encountered in the role in line with POPIA.

6. Alignment, Reporting & Escalation

• Align work to, and execute, the direction and strategy set by the IT Executive.

Communicate progress and escalate issues and risks to the IT Executive, through the Head of IT where appropriate, promptly and transparently.

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Qualifications

• National diploma or degree in Information Technology, Business Administration, Finance or a related field.
• ITIL Foundation or IT asset management certification advantageous.

Experience

Essential

• Minimum 2–4 years’ experience in IT asset management, IT procurement, IT administration or service desk co-ordination.
• Experience maintaining an IT asset register and managing the asset lifecycle.
• Experience with procurement administration, purchase orders and invoice processing.
• Experience tracking spend against budget.
• Experience working with a ticketing system against service levels.
• Strong Microsoft Excel and Microsoft 365 capability.

Preferred

• Experience with software licence management and renewal tracking.
• Experience across multiple sites.
• Experience in financial services or another regulated industry.
• Exposure to audit evidence collection for ISO 27001 or similar.

Technical Competencies

• IT Asset Lifecycle & Register Management
• Stock Control & Asset Reconciliation
• Software Licence Management & Compliance
• IT Procurement & Purchase Order Processing
• Asset Budget Tracking & Expenditure Reporting
• Service Desk Queue Monitoring & Ticket Co-ordination
• IT Service Management Practices (ITIL)
• Advanced Microsoft Excel & Microsoft 365
• Audit Evidence & Records Management

Core Competencies

• Organisation — holds many moving parts without losing track of any of them.
• Attention to Detail — keeps registers, records and reconciliations accurate.
• Follow-Through — chases tickets and actions to closure rather than logging and forgetting.
• Communication — keeps technicians, users and suppliers informed clearly and promptly.
• Integrity — handles financial and asset records with care and honesty.

Key Performance Indicators (KPIs)

• Accuracy of the IT asset register at audit and reconciliation.
• Software licence compliance against entitlement, with no lapsed renewals.
• Asset spend against budget, with variance identified early.
• Proportion of tickets assigned within the agreed time, and service level attainment across the queue.
• Timeliness of procurement processing, including equipment for new joiners and replacements.
• Completeness of asset and procurement evidence provided for audit.

Regulatory, Risk & Information Security Responsibilities

• Comply with POPIA in the handling of personal and special personal information, including member health information, and with the Cybercrimes Act, reporting any suspected unlawful access or compromise without delay.
• Adhere to Kaelo information security policies and the frameworks the organisation aligns to, including FSCA Joint Standard 2 of 2024, ISO/IEC 27001, the CIS Controls and the NIST Cybersecurity Framework.
• Maintain the evidence required to support the ISMS and internal, external and certification audits within the area of responsibility.
• Escalate security incidents, control weaknesses and operational risks promptly, and complete all mandatory compliance and awareness training.

Personal Attributes

•       Accountability
•       Action orientated
•       Collaborative
•       Communication
•       Business writing skills
•       Manage complexity
•       Problem solving skills
•       Decision thinking
•       Encourages engagement
•       Resilient and adaptive
•       Resourceful
•       Demonstrates self-awareness
•       Purpose driven
•       Significance and values orientated