186 Help Desk Analyst jobs in South Africa

Hire Resolve is currently seeking a highly skilled Service Desk Engineer on behalf of our esteemed client, a leading specialist in ICT solutions. Our client excels in helping organizations design, support, and manage robust IT infrastructures that drive business success. This role offers a unique opportunity to join a dynamic team dedicated to delivering top-tier IT support and solutions to a diverse range of clients.

If you are passionate about technology and thrive in fast-paced environments, we encourage you to apply and contribute to the continued success of our client’s innovative IT services.

• Provide high-level, quality service assurance to corporate clients within the Customer Services Operations Centre.
• Support all technical aspects of Converged Network infrastructure, including MPLS and SDWAN.
• Report incidents to relevant parties and maintain timely communication with clients regarding technical issues and fault resolutions.
• Manage and update fault incidents in ITSM, ensuring follow-up with clients until incidents are fully resolved.
• Collaborate across various organizational levels to ensure effective operations and incident resolution.
• Handle incident resolution, service request management, fault diagnosis, troubleshooting, monitoring, and vendor management.
• Deliver 1st line Service Desk support to clients.

• Emphasize first call resolution.
• Perform daily system health checks to ensure all systems are operational.
• Learn and understand the software used and supported by the organization.
• Take full ownership of issues, ensuring they are resolved from start to finish.
• Regularly update and address customer queries.
• Conduct follow-ups after resolution to ensure complete issue resolution.
• Possess a CCNA certification.
• Have 3-5 years of experience, with at least 2 years in a networking environment and 1 year focused on service provider roles.
• Alternatively, hold a Grade 12 qualification with valid CISCO certifications.

Contact Hire Resolve for your next career-changing move.

Full Time

Company Social

Our client is a renowned leader in office automation and document management, offering a diverse range of solutions including printers, copiers, multifunction devices, document management software, and related services. With a strong reputation for reliability, innovation, and customer-centricity, our client is trusted by businesses across various sectors for enhancing productivity and streamlining workflows. They are known for their commitment to sustainability and continuous development of advanced solutions tailored to modern business needs.

Step into the role of Service Desk Coordinator, where your Grade 12/Matric qualification, exceptional communication skills, and Microsoft Office prowess, especially in Excel, are your keys to success. Dive into a dynamic position that thrives under pressure, from handling stock takes to orchestrating engineering tasks on Service Now (SNOW). Be the vital link in our operational chain, seamlessly connecting customers, technicians, and departments while delivering top-tier service with every client call. Elevate your career trajectory with this exciting opportunity!

• Assisting with stock takes;
• Creating engineering tasks on the Service Now system;
• Performing general administrative duties as required by the supervisor;
• Providing general assistance and communication between customers, technicians, and relevant departments;
• Logging calls from clients.

• Grade 12/Matric qualification;
• Effective communication skills;
• Computer literate, with proficiency in Microsoft Office, especially Excel;
• Ability to work under pressure;

Salary: R10 500 CTC per month.
Working Hours: 08h00 to 16h30, Monday to Friday.

Our client is a renowned leader in office automation and document management, offering a diverse range of solutions including printers, copiers, multifunction devices, document management software, and related services. With a strong reputation for reliability, innovation, and customer-centricity, our client is trusted by businesses across various sectors for enhancing productivity and streamlining workflows. They are known for their commitment to sustainability and continuous development of advanced solutions tailored to modern business needs.

Step into the role of Service Desk Coordinator, where your Grade 12/Matric qualification, exceptional communication skills, and Microsoft Office prowess, especially in Excel, are your keys to success. Dive into a dynamic position that thrives under pressure, from handling stock takes to orchestrating engineering tasks on Service Now (SNOW). Be the vital link in our operational chain, seamlessly connecting customers, technicians, and departments while delivering top-tier service with every client call. Elevate your career trajectory with this exciting opportunity!

• Assisting with stock takes;
• Creating engineering tasks on the Service Now system;
• Performing general administrative duties as required by the supervisor;
• Providing general assistance and communication between customers, technicians, and relevant departments;
• Logging calls from clients.

• Grade 12/Matric qualification;
• Effective communication skills;
• Computer literate, with proficiency in Microsoft Office, especially Excel;
• Ability to work under pressure;

Salary: R10 500 CTC per month.
Working Hours: 08h00 to 16h30, Monday to Friday.

Job Title: Service Desk Engineer (Hybrid – Cape Town)

We’re looking for a skilled Service Desk Engineer to join our dynamic IT team based in Cape Town . This hybrid role requires working in-office three times a week , with the flexibility to work remotely on the remaining days.

Key Responsibilities:

• Provide first- and second-line technical support to end users.

• Troubleshoot hardware, software, and network issues.

• Manage service requests and incidents through the ticketing system.

• Collaborate with internal teams to ensure timely issue resolution.

Requirements:

• Proven experience in a service desk or IT support role.

• Strong knowledge of Windows OS, Microsoft 365, and basic networking.

• Excellent communication and problem-solving skills.

• Customer-focused with a proactive approach.

If you're a tech-savvy professional who thrives in a collaborative environment, we’d love to hear from you!

DUTIES AND RESPONSIBILITIES:

Team Leadership & Management:

1. Manage the daily operations of the Service Desk team, including 1st and 2nd line support
2. Build and maintain a cohesive team; coach, mentor, and develop staff
3. Ensure the team is aligned with business goals and service objectives
4. Lead by example, modeling the desired work ethic and professional behavior

Service Delivery & SLA Management:

1. Ensure SLAs and other performance metrics are consistently met, identifying and rectifying any potential issues
2. Track, analyze, and report on performance against SLAs and other key service metrics
3. Coordinate escalations and resolve high-priority incidents in a timely manner
4. Implement and monitor service improvement plans

Process & Continuous Improvement:

1. Identify and implement process improvements to enhance service desk efficiency and service quality
2. Ensure compliance with best practices, frameworks (e.g., ITIL), and relevant industry standards
3. Drive the adoption of tools and technologies to improve service delivery

Reporting & Metrics:

1. Generate regular reports for management on Service Desk performance, including ticket volumes, resolution times, and customer satisfaction
2. Analyze trends and use data to identify areas for improvement

Stakeholder Management:

1. Serve as the primary point of contact for all service desk-related issues within the organization
2. Communicate effectively with key stakeholders, ensuring alignment with business objectives
3. Manage relationships with external vendors and partners where applicable

Technical Support & Escalation Management:

1. Oversee 1st and 2nd line technical support to ensure the efficient handling of incidents and requests
2. Provide guidance and escalation support for the team on complex technical issues
3. Collaborate with other IT teams to ensure seamless resolution of cross-functional issues

REQUIREMENTS:

1. 5+ years of experience in IT technical support, including 2+ years in a managerial role
2. Demonstrated experience managing 1st and 2nd line support teams
3. Experience working under high-pressure environments and adhering to SLAs
4. Strong background in ITIL or other relevant service management frameworks
5. Technical Skills: In-depth knowledge of networking, internet protocols, and IT systems. Hands-on experience in troubleshooting technical issues across a range of technologies and platforms
6. Knowledge of helpdesk ticketing systems and performance metrics reporting
7. Familiarity with cloud technologies, VPNs, remote access, and desktop support
8. Soft Skills: Strong leadership, communication, and interpersonal skills. Ability to coach and develop a team while fostering a positive and productive working environment. Excellent problem-solving skills with the ability to handle complex and escalated issues. High level of accountability and ownership for the Service Desk's performance

In this role, you will work closely with clients and the tech team to triage tickets, ensuring SLAs are met, and client satisfaction is maintained at the highest level. The position combines elements of project management and customer service, requiring exceptional organizational, communication, and motivational skills. This is a full-time, permanent employment position (NOT contract work).

1. Answer incoming calls and emails from clients promptly and professionally.
2. Create detailed and accurate tickets in the PSA (Professional Services Automation) system based on client-reported issues.
3. Assign and route tickets to the appropriate technician based on skill level, availability, and priority.
4. Communicate ticket updates, resolutions, and timelines to clients in a clear and courteous manner.
5. Proactively follow up with clients to ensure their needs are being met and issues are resolved to satisfaction.

1. Act as the liaison between clients and the technical team, ensuring clear communication and alignment on priorities.
2. Monitor technician workload and adjust ticket assignments as needed to maintain efficiency.
3. Motivate technicians to meet deadlines, maintain quality standards, and adhere to SLAs.
4. Escalate critical or overdue tickets to management for resolution.
5. Assist with scheduling on-site visits, project work, and after-hours support.

1. Prioritize tickets based on urgency, SLA requirements, and client impact.
2. Track ticket progress and ensure consistent updates are provided within the PSA system.
3. Identify recurring issues and coordinate with the technical team or management to implement proactive solutions.
4. Suggest improvements to ticketing processes and workflows to enhance operational efficiency.

1. Maintain accurate and up-to-date client records in the PSA system.
2. Ensure client data changes are synced with marketing and accounting systems.
3. Prepare and distribute daily, weekly, or monthly reports on ticket status, SLA compliance, and team performance.

High school diploma or equivalent (Associate's or Bachelor's degree preferred).

Minimum of 1-2 years in a dispatcher, project coordinator, or customer service role within an MSP or IT services company.

Experience with PSA tools (e.g., ConnectWise, Autotask) is highly desirable.

1. Strong project management and organization abilities.
2. Exceptional customer service and communication skills.
3. Ability to coordinate with technical teams.
4. Proficiency with ticketing systems and familiarity with IT terminology.
5. Problem-solving mindset and ability to handle high-pressure situations effectively.

1. Competitive Salary: Enjoy a lucrative compensation package designed to recognize your expertise and experience.
2. Remote Freedom: Work from anywhere in South Africa while staying connected with a dynamic and supportive remote team.
3. Career Advancement: Benefit from abundant opportunities for professional growth and career progression with a leading IT services provider.
4. Personal Fulfillment: Engage with top-tier clients and feel good knowing that you play a crucial role in facilitating the team's success.

If you're a passionate and experienced Dispatcher, or have project management/customer service experience, and are eager to join a fast-growing company, we want to hear from you!

Senior Service Desk Technician, Service Desk Lead, Service Desk Team Leader, Senior Service Desk Analyst, Office based, Liverpool.

PLEASE NOTE: This is not a hybrid role, you will be required to work in the office 5 days a week.

My client, a growing name in the retail area is looking for a Senior Service Desk Technician/Engineer/Analyst who is looking to make a move into a Service Desk Team Leader role.

You will be required to assist the Service Desk Manager with the general running of the Service Desk.

Key Responsibilities for the Senior Service Desk Technician / Service Desk Team Leader role include;

* Assist the Service Desk Manager in supervising the Service Desk staff.
* Handle the IT support queue when needed.
* Assist the IT Support / Service Desk technicians with incident management and service request fulfilment.
* Aid with managing breached SLAs.
* Assist the Service Desk Manager with defining, validating and distributing metrics to stakeholders.
* Provide cover for the Service Desk Manager when they are on leave.
* Track active performance against SLAs and escalate to the Service Desk Manager according to the SLA policies.
* Ensure the on-call rota is updated and provides adequate support out of hours.
* Support the Service Desk Manager with the Major Incident process.
* Contribute to communications to the wider business regarding anything that could affect IT services.
* Participate in Problem Management and Change Management processes.
* Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
* Actively seek feedback from end users and action any C-SAT survey responses.
* Validate technician compliance to policy and procedures during all tasks, taking action, reporting, or escalating to the Service Desk Manager as necessary

Experience needed to be successful in the Senior Service Desk Technician / Service Desk Team Leader role include;

* Strong attention to detail, with an analytic mindset and ability to solve complex problems
* Excellent communication skills, with the ability to build a rapport with employees at all levels.
* Ability to consistently document information concisely and accurately.
* Comfortable working autonomously, able to act with intuition.
* Ability to think outside the box to bring fresh ideas to the table
* 1 years + experience in a similar team leader role with at least 3 years prior experience as a Service Desk Technician
* Demonstrable experience facilitating meetings at multiple levels of an organisation and an understanding of facilitation techniques
* Demonstrable understanding of the ITIL framework
* Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations
* Understanding of ITSM system configuration
* Experience using tools such as Asana, Google Apps and ITSM Software such as Halo ITSM or Freshservice.

This is a great opportunity for an experienced, Senior Service Desk Technician who is ready to take on more of a management/team leader role.

Please send your CV for immediate consideration.

Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.

Recruiter:Nadine Bramley Phone: 0161 9132621
Email: My Social

• Bachelor's Degree strongly preferred. Minimum of a National Certificate / Diploma in Information Technology / Degree or equivalent required
  
  

• At least 3 years’ experience as an IT related position, or similar
• Must have a strong hardware and software support background.
• Experience with print and file servers.
• Experience as Inventory and Asset management.
• Experience in meeting/collaboration room equipment and software.
• Experience with ticketing systems (e.g., ServiceNow, Jira, etc.) is a plus.
• Strong verbal and written communication skills with a focus on customer service
• Be proactive and eager to continuously learn.
  
  

• Regional Tier 1 IT Service Desk Support
• Manage Buckman’s Assets (Desktop, laptop and any other supported devices)
• Cyber Security Support - Support Global IT Cybersecurity program
• Efficient IT Workplace / Infrastructure Support - Ensure a functional, organized, and well-equipped IT environment that supports user productivity and seamless operations across the workplace.
• Support compliance to minimize our risk as per the POPIA legislative requirements.
• Initiate and implement continuous improvement.
• Housekeeping in the IT storage area and in the work room
• Effectively resolving associate issues assigned for resolution;
• Troubleshooting IT problems and initiating preventative measures
  
  

• OS configuration (Windows platform).
• Microsoft client-side software (Windows 10/11, Microsoft 365 apps, Microsoft Teams).
• Hardware installation and upgrades
• Software installations and upgrades
• iPhone and/or Android experience
• Cyber end-point protection
• Work experience assisting users with IT issues
  
  

• The incumbent in this position is key to the company’s succession planning and may be given other assignments as part of ongoing developmental efforts.
• This site is a Major Hazard Installation (MHI) in terms of the MHI Regulations 2022 (GNR.2989 of 31 January 2023) of the Occupational Health and Safety Act (Act 85 of 1993)
  
  

IT SERVICE DESK ENGINEER

OPERATIONS DIVISION, HAMMARSDALE

Location: Hammarsdale, Durban, South Africa

Language Requirements: English

Seniority Level: Intermediate Level

Employment Type: Fixed Term Contract

An IT Service Desk Engineer position has become available at an international manufacturing company. This is a fast-paced but friendly environment suited for an organized individual with a keen eye for detail.

This role involves providing first-line technical support to regional users, ensuring quick and effective resolution of IT issues related to hardware, software, and networks. The engineer will serve as the primary contact for incident and request management, playing a key role in maintaining business continuity by resolving hardware, software, and network issues across the region.

Qualifications

• Minimum of a National Certificate / Diploma in Information Technology, Degree, or equivalent; Bachelor's Degree strongly preferred.

Experience

• At least 3 years’ experience in an IT-related role or similar.
• Strong background in hardware and software support.
• Experience with print and file servers.
• Experience in inventory and asset management.
• Knowledge of meeting/collaboration room equipment and software.
• Experience with ticketing systems (e.g., ServiceNow, Jira) is a plus.
• Excellent verbal and written communication skills with a focus on customer service.
• Proactive and eager to learn continuously.

Key Responsibilities

• Regional Tier 1 IT Service Desk Support
• Manage assets (desktops, laptops, supported devices)
• Support Global IT Cybersecurity programs
• Maintain a functional and organized IT environment to support productivity
• Ensure compliance with POPIA legislative requirements
• Implement continuous improvement initiatives
• Maintain housekeeping in IT storage and work areas
• Resolve IT issues efficiently and troubleshoot problems proactively

Knowledge, Skills, and Abilities

• OS configuration (Windows)
• Microsoft 365 applications, Windows 10/11, Teams
• Hardware installation and upgrades
• Software installation and upgrades
• Experience with iPhone and Android devices
• Cybersecurity endpoint protection
• Experience assisting users with IT issues

Additional Notes

• This position is key to succession planning and may include other developmental assignments.
• This site is a Major Hazard Installation (MHI) under MHI Regulations 2022.

The ideal candidate is energetic, self-driven, independent, with excellent problem-solving and communication skills, capable of working under pressure and meeting deadlines. High integrity and strong self-leadership are essential.

Equity Statement

We promote diversity and inclusion and prioritize internal candidates to support our Employment Equity goals. Only candidates meeting minimum requirements will be shortlisted. If not contacted within 3 months after closing, consider your application unsuccessful.

Closing Date: 28 July 2025

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