Senior Service Desk Analyst

Our client is a large international law firm with offices in Sandton, Cape Town and Durban, supporting high-profile local and international clients. The firm is seeking an experienced Senior Service Desk Analyst to join its IT Service Desk team based in Sandton.

Role Summary

Reporting to the IT Service Desk Manager, this is a highly visible, customer-focused role requiring strong communication, coordination, analytical and problem-solving skills. The Senior Service Desk Analyst plays a critical role in the day-to-day operational coordination of the Service Desk, supporting users across all levels of the firm while contributing to service excellence, team development and continuous improvement.

The Team

The IT Service Desk forms part of Business Services, Information Technology, delivering centralised first- and second-line support across the firm’s South African offices (Johannesburg, Cape Town and Durban). The team’s focus is on delivering a world-class IT service within a professional services environment.

Key Performance Areas

Service Desk Responsibilities

• Provide first- and second-line IT support, ensuring incidents and service requests are resolved within agreed SLAs
• Log, update and manage all requests within the ticketing system for audit and reporting purposes
• Manage and take ownership of IT support issues from inception to resolution
• Escalate unresolved issues to third-line support where required
• Facilitate repairs of faulty IT equipment and manage loan equipment processes
• Set up IT and AV equipment for boardrooms, video conferencing and external client meetings
• Maintain compliance with IT policies, procedures and asset management standards
• Ensure adequate stock levels of IT equipment are maintained

Senior Service Desk Responsibilities

• Support the IT Service Desk Manager in delivering a high-performing, customer-centric service desk
• Provide ongoing training, coaching and mentoring to service desk analysts
• Ensure consistent, professional communication with users across all channels
• Monitor team KPIs while maintaining morale and service quality
• Contribute to continuous service improvement initiatives, working closely with the Service Desk Manager and Data Centre Networks team
• Develop and maintain service catalogues, knowledge bases and customer communications aligned to ITIL frameworks
• Conduct trend analysis and reporting, identifying recurring issues and implementing preventative actions
• Assist with planning and resourcing for small-scale projects (e.g. Candidate Attorney rotations, Vacation Student programmes, international academies)
• Manage escalated incidents and provide VIP and Partner support, including Exco/Manco meeting preparation and visiting partner onboarding

Qualifications

• Relevant IT qualification (A+, N+, MCSE or equivalent combination)
• Microsoft Office Specialist (MOS) Master 2010
• Microsoft AZ-900
• ITIL qualification with demonstrable service delivery experience

Experience

• Minimum 5 years’ experience in a managed services or professional services IT environment
• Experience providing 1st and 2nd line support to 500+ users
• Proven ability to manage demanding stakeholders at all levels
• Strong analytical, planning and process implementation experience

Technical Skills

• Windows 10 & 11
• Microsoft 365 & Entra
• Active Directory & Exchange
• Microsoft Intune, Apple & Android device support
• SCCM (reporting, collections, log analysis)
• Mimecast email management
• iManage / Worksite DMS or similar
• Aderant Expert, CMS, Interaction
• Video conferencing & MS Teams-enabled boardrooms
• Printing solutions (desktop & MFD)
• Intermediate networking knowledge

Competencies

• Excellent verbal and written communication skills with senior stakeholder presence
• Highly organised, detail-oriented and deadline-driven
• Calm under pressure and resilient in high-demand environments
• Innovative, proactive and solutions-focused
• Strong team player with mentoring capability
• Knowledge of legal industry technology (advantageous)

Remuneration

A competitive market related salary

Interested

Apply now to join a globally respected firm where IT excellence underpins legal excellence.

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