Dutch 2nd Line Service Desk Analyst

Overview

Dutch 2nd Line Service Desk Analyst

Hybrid opportunity based in Century City, Cape Town.

In this role you will mitigate escalated technical issues, troubleshoot complex problems, provide remote assistance to end‑users, document solutions, and collaborate with other teams and third‑party vendors. A solid background in Azure, Office 365, Active Directory and backup technologies will enable you to maintain and enhance IT systems, ensure data security and provide effective technical support.

• Fully understand the service has been engaged to deliver in line with ITIL Framework.
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues.
• Provide a single point of contact for end users support using all contact mediums.
• Quickly understand and diagnose issues to apply a rapid resolution or capture information for escalation.
• Develop and maintain high‑level communication skills, excellent spoken and written English.
• Analyse the nature of queries and customer problems and provide suitable solutions within SLA.
• Operate according to escalation procedures.
• Work with supervisors to develop new documentation and procedures.
• Monitor and respond to alerts on Service Now/Teams Channels.
• Trend internal and client alerts to reduce incidents and improve system stability.
• Cover 2nd line level core and out‑of‑hours tickets, resolving or escalating tickets within SLA.
• Take calls and log tickets.
• Provide cover or deputise for other analysts in their absence.
• Escalate high priority tickets.
• Help with queue‑management tasks as required.
• Help with any other Service Desk related tasks as required.
• Show an outward commitment to actively develop personal knowledge.
• Follow process and protocol as instructed and required by the client.
• Resolve P1/P2 high‑priority incidents while keeping a calm head.

• Achieve exceptional levels in customer satisfaction questionnaires.
• Multitask effectively to deliver high throughput of day‑to‑day incident volumes while maintaining customer satisfaction.
• Ensure that all incidents/requests are dealt with within contracted SLA time frames.
• Ensure documentation is clear and concise.
• Gather technical knowledge to consistently increase your own skill set.
• Create knowledge articles.

• Computer‑related field certification or equivalent experience.
• Great communication skills, written and spoken.
• Positive, enthusiastic and supportive individual.
• Proven customer service skills.
• Ability to take ownership of incidents and progress them to resolution.
• Ability to work under pressure.
• Ability to work in a team and support team members.
• Effective keyboard skills.
• Communication and interpersonal skills including listening, building rapport, establishing empathy, and demonstrating awareness of internal and external issues in a calm and polite manner.
• Analytical fault‑finding.

• Azure – managing virtual machines, networking, security, and services within the Azure environment.
• O365 – configuring and managing email services (Exchange Online), document sharing and collaboration (SharePoint and One Drive), and communication tools (Microsoft Teams).
• Active Directory – user and group management, security policies, domain administration, and integration with other systems.
• Backup technologies – setting up and configuring backup systems, managing backup schedules and restoring data.
• Azure technologies – Azure AD, ASR, IaaS, PaaS, subscriptions & management groups, role‑based access control (RBAC), NSG, Key Vault, automation, storage, app service, Azure SQL.
• Server infrastructure – HP & Dell, Microsoft Server OS through to 2019, VMware, Intune, server rebuilds, N‑able.
• Backup technologies – Veeam, Azure Backup, Backup Exec, MABS, Active Directory, DHCP, DNS, replication, AD sync, GPO, clustering, DFS, 3rd‑party line‑of‑business application troubleshooting (e.g., Coins, Agress).

• AZ‑900
• MS‑900
• AZ‑104 (Nice to have)

Salary: Between R22 000 and R28 000 depending on experience.

Working hours: Hybrid – 2 days in office, 3 days at home; 24/7 rotational shifts; overtime shift allowance, internet allowance.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd therefore also encourages people with disabilities and from other diverse backgrounds to apply.