Service Desk Administrator

Johannesburg, South Africa | Posted on 01/27/2026

We are seeking a Service Desk Administrator to own the service desk end-to-end.

This is a hands-on role focused on discipline, urgency, and customer experience.

You will handle L1 and L2 tickets, ensure early and correct escalation to L3, and keep the service desk operating cleanly, quietly, and predictably.

Key Responsibilities:

• Own day-to-day Service Desk operations
• Resolve L1 and L2 tickets end-to-end
• Ensure tickets are logged correctly, prioritised by impact, updated clearly, and closed properly
• Monitor and enforce SLA compliance
• Escalate to L3 / Systems Engineers early and appropriately
• No stale or unassigned tickets
• High-quality notes and closures
• Act as the primary owner of service quality
• Reduce repeat issues through root cause analysis, SOPs, and documentation
• Communicate clearly with customers throughout the ticket lifecycle
• Maintain and improve Zoho Desk workflows and configuration
• Provide visibility to the IT Manager on desk health and risks

• 1-3years in a Service Desk / Technical Support role
• Proven L1 and L2 support experience
• Strong troubleshooting fundamentals (Windows, networking basics, user support)
• Experience with:
• RMM tools
• Excellent communication and time management skills
• Comfortable working in a structured, process-driven environment