Service Desk Engineer

SUMMARY:
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POSITION INFO:

We are seeking a Service Desk Engineer with strong expertise in Software Asset Management (SAM) and IT service support to oversee the full software asset lifecycle and ensure effective governance of software licenses across the organization. The successful candidate will be responsible for managing software requirements, procurement processes, license receipt, installation coordination, usage control, and inventory management, while ensuring compliance with internal policies, contractual obligations, and legislative standards. The role requires maintaining accurate software asset repositories, managing software licenses and subscriptions, performing license reconciliation and true-up activities, and supporting internal and external software licensing audits

What you'll do:

• Administration of Software Asset Management lifecycle
• Determination of Requirements, Procurement
• License Receipt
• Installation (support staff instruction)
• Usage Control
• Managing and Balancing of inventories
• Re-use of software or recycling (end of life)
• Act as a channel between SAM tools, processes, and technology with other business units to provide pre-emptive allocation and accurate updates to the Asset Repositor
• Maintain all software licenses and subscriptions, ensure contractual compliance, perform license reconciliation, true-up processes, and all internal and external software licensing audits
• Maintain proper implementation of SAM policies, processes, and procedures for effective software lifecycle management
• Maintain software assets in compliance with legislative requirements and standards from acquisition to disposal (e.g., Lifecycle Management)
• Work with stakeholders on audits of all IT software and enforces processes and procedures to ensure accuracy
• Ensure operations delivered to SLA and maintained as per best practice guidelines
• Manage the software assets (Internal Processes and Procedures)
• Ensure compliance with SOX/MICS Controls
• Identify and implement improvement opportunities
• Make recommendations to improve client service and fair treatment of clients within area of responsibility
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
• Ensure that license management activities are clearly expressed on Kanban Boards and are visible and transparent, and understood by the license management team members and rest of SIAM team members
• Manage the priority of the license management backlog, including dependencies between teams, with feedback from the license management team and constant input from customers and stakeholders
• Meeting with stakeholders and managing their expectations to ensure clear and transparent understanding of the license requirements, timelines, decisions, and outcomes for the respective business needs
• Producing accurate and timely reporting of license management compliance status for the Africa Zone license estate
• Analyzing license management risks and issues and ensuring effective mitigation thereof
• Align deliverables to the business requirement outcome
• Oversee the main license management documentation, processes, single point of storage (e.g., SharePoint etc.)
• Assist in improving the entire cross-functional team’s communication and coordination
• Serve as a valuable communication hub for cross-functional teams.
• Focus on the strategic questions of “How”, “When’ and “Why” to help improve the decision-making processes for everyone that works on each of the license management activities

Qualifications:

• Qualification Essential Competency
  • Senior Certificate
  • Certificate/Degree in Computer Science
  • National Diploma: Information Technology
  • A+ and N+
• Qualifications preferred
  • Certified Software Asset Manager (CSAM) – IAITAM
  • Certified IT Asset Manager (CITAM) – IAITA
  • Microsoft Certified: Azure Administrator Associate (if managing Microsoft licensing)
  • ITIL Foundation Certification
  • Flexera Certified Professional (if using Flexera tools)
  • ServiceNow Software Asset Management Certification
  • Certified in Governance of Enterprise IT (CGEIT) – ISAC

Your Expertise:

• 2 – 5 years of experience in IT Support
• Internship or junior role in IT asset management, procurement, or licensing.
• Exposure to software licensing basics and common licensing models (e.g., subscription, perpetual).
• Familiarity with spreadsheets and basic software tracking tools.
• Some understanding of IT or procurement processes

Technical Skills:

• Software Asset Management (SAM) Tools
  • Flexer, ServiceNow SAM
  • Snow License Manager
  • BMC Helix Discovery, Ivanti IT Asset Management
• License and Contract Management
  • Understanding of licensing models (e.g., subscription, perpetual, user/device-based)
  • Familiarity with EULAs, vendor contracts, and compliance terms (e.g., Microsoft, Oracle, Adobe)
• Data Analysis & Reporting
  • Excel (pivot tables, VLOOKUP, macros)
  • Power BI or Tableau (for dashboards/visualizations), SQL (basic querying for asset/license data analysis)
• IT Service Management (ITSM) Tools
  • ServiceNow, BMC Remedy, Cherwell
• Configuration Management Databases (CMDB)
  • Maintaining software inventory and asset records, Integration of CMDB with SAM tools
• Enterprise Resource Planning (ERP) & Procurement Tools
  • SAP, Oracle Procurement Cloud

Soft Skills:

• Attention to Detail – Ensures accuracy in tracking licenses, interpreting agreements, and maintaining compliance records.
• Analytical Thinking – Evaluates software usage data to identify trends, risks, and cost-saving opportunities.
• Communication Skills – Clearly conveys information to vendors, IT teams, procurement, and management
• Problem-Solving – Resolves licensing issues, discrepancies, or non-compliance risks quickly and effectively.
• Organizational Skills – Manages multiple software licenses, audits, and renewal timelines without error.
• Collaboration – Works across departments (e.g., legal, IT, procurement) to align licensing with business needs.
• Adaptability – Responds to evolving licensing models, software tools, and compliance requirements.
• Time Management – Prioritizes tasks efficiently to meet deadlines, especially during audits or renewals.