Senior Service Desk Analyst

Embark on a role that offers significant scope for leadership and technical growth within a dynamic IT environment.

Our client, a reputable organization in the technology sector with a focus on delivering exceptional support services, is seeking a motivated professional ready to take on substantial responsibility.

This position involves managing a team of support analysts, ensuring high standards of service delivery, and contributing to continuous improvement initiatives.

Key responsibilities include providing remote assistance via multiple channels such as phone, email, live chat, and portal, while logging, triaging, and managing incidents within the ITSM system. You will resolve common desktop, user account, connectivity, and software issues, consistently meeting contractual SLA targets.

When faced with complex or unresolvable tickets, you will
** escalate
* * appropriately to Tier 2 and Tier 3 engineering teams.

Leadership duties involve mentoring a sub-team of up to eight analysts to enhance their technical skills and call handling capabilities, as well as overseeing daily first-line support operations in the absence of the Support Manager. Additionally, you will create at least one technical guide or standard operating procedure weekly based on escalated incidents and propose procedural or service enhancements.

Candidates should bring between five to eight years of hands-on experience in a fast-paced first-line IT support or helpdesk environment. Essential skills include proficiency with Active Directory, hardware, software, networking, troubleshooting, virtualization, and a solid understanding of support methodologies and customer service excellence.

While experience in the IT industry is fundamental, a proactive attitude towards process improvement and team mentorship will set successful applicants apart. This is a full-time, hybrid position based in the Western Cape, offering an excellent platform for career advancement within a collaborative and professional setting.

• Benefits include a supportive working environment and opportunities for continuous professional development.