Service Desk​/Helpdesk Support Analyst

Cape Town based | Contract opportunity | Hybrid

Established Organisation is looking for a Service Desk / Helpdesk Support Analyst to provide first-line and second-line ICT support to users across the organisation.

• Provide first-line and second-line support for ICT incidents, service requests and user queries.
• Escalate unresolved incidents to the appropriate technical teams or third-party service providers.
• Provide ongoing communication and support to users throughout the resolution process.
• Assist with service request fulfilment and problem identification.
• Contribute to maintaining issue, risk, and action registers.
• Support service quality monitoring and continuous improvement initiatives.
• Log, categorise, prioritise, and track incidents and requests through to resolution.
• Troubleshoot hardware, software, network, and connectivity issues.
• Participate in weekly and monthly reporting activities.

• Matric / Grade 12
• Relevant Information Technology qualification coupled with ITIL Foundation or equivalent IT Service Management certification
• Min 2-3 years within a Helpdesk, Service Desk, Desktop Support, or ICT Support environment supporting users within a structured IT service management environment.
• Experience working with third-party vendors and support providers.
• Must be skilled in :
  Microsoft Windows Server;
  Active Directory administration and support;
  Microsoft Office 365 administration and user support;
  Networking technologies and troubleshooting;
  Messaging and communication platforms;
  Desktop and server hardware support;
  Operating systems and telecommunications environments;
  Cloud and mobile technologies
• Exposure to Microsoft SharePoint.

Service Desk / Helpdesk Support Analyst
• Southern Suburbs, Western Cape, ZA