IT Service Desk Analyst

Description:

• Location: Hybrid- Online/ Sandton, Johannesburg - South Africa
  
  Salary: +/- R36 000 pm
  
  Contact: 06 Month contract
  
  

Role Description

Providing 1st line support to a globally distributed customer base via multiple contact methods (telephone, email, and in person). The majority of support is delivered remotely using remote desktop tools. Responsibilities include:

• Logging incidents and service requests

• Resolving a high volume of support requests at first contact

• Ensuring service level agreements (SLAs), customer satisfaction, and continuous service delivery are met

🔹 Candidate Requirements Profile

Education

• Grade 12 or equivalent (NQF 4) – Required

• IT-focused post-matric technical or tertiary qualification (NQF 5/6/7) – Required

• ITIL Foundation certification – Preferred

Experience

• 2 years IT Service Desk support in a large corporate environment – Required

• 2 years of in-depth IT troubleshooting & process understanding – Optional

Knowledge, Skills, and Competencies

System Skills

Technology Proficiency Microsoft Office Advanced Citrix Beginner / Intermediate F5 or other VPNs Intermediate / Advanced Windows 10 Intermediate / Advanced Mobile Devices (Blackberry, Apple, Android) Intermediate / Advanced Laptop/Desktop Hardware Intermediate / Advanced

Technical Skills

• Experience in IT Service Desk within a large corporate setting

• Excellent customer service and active listening skills

• Strong problem-solving mindset; reliable and open to solutions

• Flexible and adaptable to changing business demands

• Able to prioritize business-critical issues and mitigate risks

• Proficient English communication (verbal & written)

• Working knowledge of:

  • Citrix and F5 VPN (remote work troubleshooting)

  • Windows 10 , desktops, laptops

  • Mobile device support with admin on BES12 or MobileIron

  • Microsoft Office 2010+

Behavioural Competencies

• Handles queries efficiently with diplomacy and tact

• Follows instructions precisely

• Adapts and responds well to change

• Delivers results and meets expectations

• Works collaboratively and through others

Mental, Environmental & Legal Requirements

• Can handle pressure , setbacks, and stress

• Works effectively to deadlines

• Maintains confidentiality at all times

• Available to work weekends , within or outside the 45-hour shift roster

• Physically capable of handling heavy IT equipment

• Must have a clear criminal record

Key Responsibilities – Remote and Local IT Support

• Deliver outstanding quality for all IT Service Desk contacts (measured against KPIs)

• Perform 1st line troubleshooting for the firm’s core systems

• Log and manage all support calls (emails, chats) in the service management tool per SLA

• Assign incidents/requests to 2nd & 3rd line teams after exhausting troubleshooting

• Provide proactive updates to all parties on incident/request statuses through to resolution

• Identify support trends and raise problem records or training needs

• Meet or exceed defined quality and performance targets

• Develop and update knowledge base articles monthly

• Provide desk-side assistance to users locally when applicable

• Act in accordance with the company’s Information Security Policies , reporting any incidents or risks

Hybrid Working Statement

The company aims to foster flexibility across its business by enabling hybrid work, either on a regular basis or ad hoc. This can be discussed further upon engagement.

Requirements:

• Location: Hybrid- Online/ Sandton, Johannesburg - South Africa
  
  Salary: +/- R36 000 pm
  
  Contact: 06 Month contract
  
  

Role Description

Providing 1st line support to a globally distributed customer base via multiple contact methods (telephone, email, and in person). The majority of support is delivered remotely using remote desktop tools. Responsibilities include:

• Logging incidents and service requests

• Resolving a high volume of support requests at first contact

• Ensuring service level agreements (SLAs), customer satisfaction, and continuous service delivery are met

🔹 Candidate Requirements Profile

Education

• Grade 12 or equivalent (NQF 4) – Required

• IT-focused post-matric technical or tertiary qualification (NQF 5/6/7) – Required

• ITIL Foundation certification – Preferred

Experience

• 2 years IT Service Desk support in a large corporate environment – Required

• 2 years of in-depth IT troubleshooting & process understanding – Optional

Knowledge, Skills, and Competencies

System Skills

Technology Proficiency Microsoft Office Advanced Citrix Beginner / Intermediate F5 or other VPNs Intermediate / Advanced Windows 10 Intermediate / Advanced Mobile Devices (Blackberry, Apple, Android) Intermediate / Advanced Laptop/Desktop Hardware Intermediate / Advanced

Technical Skills

• Experience in IT Service Desk within a large corporate setting

• Excellent customer service and active listening skills

• Strong problem-solving mindset; reliable and open to solutions

• Flexible and adaptable to changing business demands

• Able to prioritize business-critical issues and mitigate risks

• Proficient English communication (verbal & written)

• Working knowledge of:

  • Citrix and F5 VPN (remote work troubleshooting)

  • Windows 10 , desktops, laptops

  • Mobile device support with admin on BES12 or MobileIron

  • Microsoft Office 2010+

Behavioural Competencies

• Handles queries efficiently with diplomacy and tact

• Follows instructions precisely

• Adapts and responds well to change

• Delivers results and meets expectations

• Works collaboratively and through others

Mental, Environmental & Legal Requirements

• Can handle pressure , setbacks, and stress

• Works effectively to deadlines

• Maintains confidentiality at all times

• Available to work weekends , within or outside the 45-hour shift roster

• Physically capable of handling heavy IT equipment

• Must have a clear criminal record

Key Responsibilities – Remote and Local IT Support

• Deliver outstanding quality for all IT Service Desk contacts (measured against KPIs)

• Perform 1st line troubleshooting for the firm’s core systems

• Log and manage all support calls (emails, chats) in the service management tool per SLA

• Assign incidents/requests to 2nd & 3rd line teams after exhausting troubleshooting

• Provide proactive updates to all parties on incident/request statuses through to resolution

• Identify support trends and raise problem records or training needs

• Meet or exceed defined quality and performance targets

• Develop and update knowledge base articles monthly

• Provide desk-side assistance to users locally when applicable

• Act in accordance with the company’s Information Security Policies , reporting any incidents or risks

Hybrid Working Statement

The company aims to foster flexibility across its business by enabling hybrid work, either on a regular basis or ad hoc. This can be discussed further upon engagement.

• Logging incidents and service requests

• Resolving a high volume of support requests at first contact

• Ensuring service level agreements (SLAs), customer satisfaction, and continuous service delivery are met

• Grade 12 or equivalent (NQF 4) – Required

• IT-focused post-matric technical or tertiary qualification (NQF 5/6/7) – Required

• ITIL Foundation certification – Preferred

• 2 years IT Service Desk support in a large corporate environment – Required

• 2 years of in-depth IT troubleshooting & process understanding – Optional

• Experience in IT Service Desk within a large corporate setting

• Excellent customer service and active listening skills

• Strong problem-solving mindset; reliable and open to solutions

• Flexible and adaptable to changing business demands

• Able to prioritize business-critical issues and mitigate risks

• Proficient English communication (verbal & written)

• Working knowledge of:

  • Citrix and F5 VPN (remote work troubleshooting)

  • Windows 10 , desktops, laptops

  • Mobile device support with admin on BES12 or MobileIron

  • Microsoft Office 2010+

• Citrix and F5 VPN (remote work troubleshooting)

• Windows 10 , desktops, laptops

• Mobile device support with admin on BES12 or MobileIron

• Microsoft Office 2010+

• Handles queries efficiently with diplomacy and tact

• Follows instructions precisely

• Adapts and responds well to change

• Delivers results and meets expectations

• Works collaboratively and through others

• Can handle pressure , setbacks, and stress

• Works effectively to deadlines

• Maintains confidentiality at all times

• Available to work weekends , within or outside the 45-hour shift roster

• Physically capable of handling heavy IT equipment

• Must have a clear criminal record

• Deliver outstanding quality for all IT Service Desk contacts (measured against KPIs)

• Perform 1st line troubleshooting for the firm’s core systems

• Log and manage all support calls (emails, chats) in the service management tool per SLA

• Assign incidents/requests to 2nd & 3rd line teams after exhausting troubleshooting

• Provide proactive updates to all parties on incident/request statuses through to resolution

• Identify support trends and raise problem records or training needs

• Meet or exceed defined quality and performance targets

• Develop and update knowledge base articles monthly

• Provide desk-side assistance to users locally when applicable

• Act in accordance with the company’s Information Security Policies , reporting any incidents or risks