162 Service Desk Analyst jobs in South Africa

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Join to apply for the Dutch service desk analyst role at ExecutivePlacements.com - The JOB Portal

POSITION INFO:

Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve

Recruiter:

ABC Worldwide

Job Ref:



Date posted:

Thursday, May 29, 2025

Location:

Cape Town, South Africa

SUMMARY:

POSITION INFO:

Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve

their goals and our thirst for understanding how technology improves business are what make us

successful.

Main Responsibilities:

• Fully understand the service has been engaged to deliver in line with ITIL Framework.
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT
  
  

• Provide a single point of contact for end users support using all contact mediums.
• Quickly understanding and diagnosing issues to apply a rapid resolution or capture information to
  
  

• Develop and maintain a high level of communication skills, excellent spoken and written English is
  
  

• Analyse the nature of queries and customer problems and provide suitable solutions within SLA.
• Understand and operate according to escalations procedures.
• Work with supervisors to develop new documentation and procedures.
• Monitoring and responding to alerts on ServiceNow/Teams Channels.
• Trending on internal & client alerts to reduce incidents and improve system stability.
  
  

• Deliver best practice call management: investigate, diagnose, detail, resolve or escalate incidents
  
  

• Cover 1st/2nd line level core & out of hours tickets, resolving or escalating tickets within SLA.
• Taking calls and logging tickets.
• Provide cover or deputise for other analysts in their absence.
• Escalating high priority tickets.
• Help with Queue Management Tasks as and when required.
• Help with any other Service Desk related tasks as required.
• Show an outward commitment to actively develop personal knowledge.
• Follow process and protocol as instructed and required by the client.
  
  

• Achieving exceptional levels in Customer Satisfaction questionnaires.
• Ability to Multi-Task.
• To provide a high throughput of day-to-Day Incident volumes whilst maintaining customer
  
  

• To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.
• To ensure Documentation is clear and concise.
• Gather technical knowledge to consistently increase your own skill set.
  
  

• Computer related field certification or equivalent experience.
• Great communication skills, written and spoken.
• Positive, enthusiastic, and supportive individual.
• Proven Customer service skills.
• Ability to take ownership of and progress incidents to resolution.
• Ability to work under pressure.
• Ability to work in a team and to support team members.
• Effective keyboard skills.
• Communication and interpersonal skills including listening, building rapport, establishing empathy,
  
  

• Analytical Fault Finding.
  
  

• Good understanding of Office 365/Azure/Exchange, Sharepoint
• Intune, MFA, RSA, VDI Environment (VMWare).
• Experience of using Active directory.
• Experience of Ticketing system (ServiceNow or similar).
  
  
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Information Technology
• Industries Advertising Services

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Service Desk Analyst (L1)
Deliver top-tier first-line IT support in a dynamic, customer-focused environment

IT Support | Johannesburg | Full-Time | 08:30 18:00 BST (Shift Rotation)

About Our Client
Our client is a growing technology services provider committed to delivering responsive, high-quality IT support to businesses across various sectors. With a collaborative culture and a dedication to continuous improvement, they take pride in fostering a supportive environment for both clients and team members. Their Johannesburg office is key to supporting clients worldwide, ensuring seamless and proactive service delivery.

The Role: Service Desk Analyst (L1)
As a Service Desk Analyst (L1), you'll be the first point of contact for end-users requiring technical support. Your role is to ensure fast and effective resolution of common IT issues, escalate complex matters to senior support tiers, and deliver a consistently excellent service experience. This is a customer-facing position ideal for someone eager to grow their IT support career in a fast-paced environment.

Key Responsibilities

• Provide first-line support to clients via phone, email, and remote access tools

• Troubleshoot and resolve issues across desktop, server, network, and cloud systems

• Log, manage, and follow through on support tickets to resolution or escalation

• Maintain professional, clear, and friendly communication with all end-users

• Assist with software licensing, procurement queries, and general IT guidance

• Create and maintain technical documentation and internal knowledgebase articles

• Set up and configure desktops, laptops, printers, and other hardware

About You

• 12 years of experience in an IT support role (MSP experience is a bonus)

• Strong knowledge of Windows 10/11 and macOS

• Proficient in Microsoft 365 and Google Workspace

• Understanding of TCP/IP, DNS, DHCP, and Active Directory

• Logical problem-solver with strong troubleshooting skills

• Customer-oriented with a clear and professional phone manner

• Able to manage and prioritise tasks independently

• Flexible, proactive, and a reliable team player

This is a great opportunity for a junior IT professional looking to deepen their support experience while working with a highly skilled team across global clients.

Service Desk Analyst (L2)

Support Escalations and Troubleshooting for a Dynamic Global IT Environment

IT Support | Johannesburg, South Africa | Full-Time | MonFri, 08:3018:00 BST

About Our Client
Our client is a fast-growing Managed Services Provider delivering expert IT support and infrastructure services to global businesses. Known for their proactive support model, innovative tech solutions, and customer-centric values, they offer a dynamic and collaborative environment for IT professionals. Based in Johannesburg and operating on UK hours, the team is committed to maintaining high standards of service delivery across multiple time zones.

The Role: Service Desk Analyst (L2)
As a Service Desk Analyst (L2), youll serve as a key escalation point for complex technical issues. You'll resolve second-line incidents, maintain systems, and contribute to infrastructure reliability and process improvement. The role is ideal for a proactive technician who enjoys solving problems and supporting users across Windows, MacOS, and cloud environments.

Key Responsibilities

• Provide technical support to users on Windows and MacOS platforms

• Act as an escalation point for unresolved L1 issues

• Support the deployment and maintenance of software updates and patches

• Troubleshoot network-related issues, including WiFi, LAN, and VPN

• Configure and manage network printers and peripheral devices

• Administer data backups and restores

• Maintain and improve internal support documentation and knowledge base

• Collaborate with IT team members to identify trends and reduce recurring issues

• Contribute to IT projects and improvement initiatives

• Provide occasional after-hours support as needed

About You

• 2+ years in a similar IT support role (MSP experience a plus)

• Strong troubleshooting skills and ability to resolve issues efficiently

• Proficient in Windows 10/11 and MacOS environments

• Hands-on experience with Office365 Business Apps, MS Azure, and Office365 Admin Centres

• Familiar with Google Workspace and networking infrastructure (firewalls, switches, WAPs)

• Excellent communication skillsboth verbal and written

• Highly organised, with the ability to prioritise in a fast-paced environment

• Team-oriented with a customer-first mindset

Shifts:

• Shift 1: 08:30 17:30 BST

• Shift 2: 09:00 18:00 BST

Ready to elevate your IT career in a supportive, forward-thinking team? Apply now.

Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve
their goals and our thirst for understanding how technology improves business are what make us
successful.

Main Responsibilities:
• Fully understand the service  has been engaged to deliver in line with ITIL Framework.
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT
environment and business issues.
• Provide a single point of contact for end users support using all contact mediums.
• Quickly understanding and diagnosing issues to apply a rapid resolution or capture information to
assist escalation and resolution at next level of support team.
• Develop and maintain a high level of communication skills, excellent spoken and written English is
essential to gather information and capture actions and outcomes in ticketing system.
• Analyse the nature of queries and customer problems and provide suitable solutions within SLA.
• Understand and operate according to escalations procedures.
• Work with supervisors to develop new documentation and procedures.
• Monitoring and responding to alerts on ServiceNow/Teams Channels.
• Trending on internal & client alerts to reduce incidents and improve system stability.

Principal responsibilities and accountabilities:
• Deliver best practice call management: investigate, diagnose, detail, resolve or escalate incidents
within an agreed target time.
• Cover 1st/2nd line level core & out of hours tickets, resolving or escalating tickets within SLA.
• Taking calls and logging tickets.
• Provide cover or deputise for other analysts in their absence.
• Escalating high priority tickets.
• Help with Queue Management Tasks as and when required.
• Help with any other Service Desk related tasks as required.
• Show an outward commitment to actively develop personal knowledge.
• Follow process and protocol as instructed and required by the client.

Person Spec:
Key Performance Indicators:
• Achieving exceptional levels in Customer Satisfaction questionnaires.
• Ability to Multi-Task.
• To provide a high throughput of day-to-Day Incident volumes whilst maintaining customer
satisfaction.
• To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.
• To ensure Documentation is clear and concise.
• Gather technical knowledge to consistently increase your own skill set.

Skills and Experience:
• Computer related field certification or equivalent experience.
• Great communication skills, written and spoken.
• Positive, enthusiastic, and supportive individual.
• Proven Customer service skills.
• Ability to take ownership of and progress incidents to resolution.
• Ability to work under pressure.
• Ability to work in a team and to support team members.
• Effective keyboard skills.
• Communication and interpersonal skills including listening, building rapport, establishing empathy,
and demonstrating awareness of internal and external issues in a calm and polite manner.

• Analytical Fault Finding.
Technical skills required:
• Good understanding of Office 365/Azure/Exchange, Sharepoint
• Intune, MFA, RSA, VDI Environment (VMWare).
• Experience of using Active directory.
• Experience of Ticketing system (ServiceNow or similar).

A solutions-driven Service Desk Analyst with the ability to analyse, interpret and assimilate information is sought by a dynamic Independent Asset Management Firm to join its Support Hub team. You will help provide a high level of personable onsite and remote technical service to the entire firm working closely with the various IT teams and external vendors to ensure a stable, efficient, and positive user experience for end users. This will include 1st, 2nd, and 3rd Line technical support, resolving incidents within OLA and SLA timeframes while executing queries and scripts in SQL and adding or removing users to a distribution list on Active Directory and basic troubleshooting.

DUTIES:

• Provide first, second- and third-line technical support to multiple teams across different locations, specializing in application software and hardware troubleshooting.
• Support regional and global workforce both on-site and remotely by utilizing diagnostic tools, extensive troubleshooting, and targeted questioning to effectively identify and resolve technical issues.
• Field a high volume of end user calls received through various channels (email, teams, walk-up, phone), ensuring accurate and consistent logging and updating of all incidents and requests.
• Provide clear communication and instructions to users, guiding them through IT-related problems and solutions.
• Understand and support the data architecture as it relates to data sourced from third parties and internal systems, as well as data required for business applications.
• Resolve incidents within Operations Level Agreement (OLA) and Service Level Agreement (SLA) timeframes.
• Maintain the technical knowledge base by creating, editing, and publishing articles to Confluence for future use.
• Escalate unresolved issues to appropriate internal teams while taking ownership of tickets and driving them to resolution.
• Keep Incidents, Service Requests and Problems up to date with all relevant information on an ongoing basis.
• Continuously and consistently update users with status information regarding their tickets, ensuring effective follow-up.
• Conduct post-resolution follow-ups with users to ensure their IT systems are fully functional, meet their needs, and efficiently manage multiple open issues simultaneously.
• Perform user administration tasks such as password resets, user setup, adding or removing users to a distribution list on Active Directory and basic troubleshooting.
• Execute queries and scripts (particularly in SQL) to perform simple troubleshooting and use logical reasoning with a systematic series of steps to identify the root causes of incidents.
• Cultivate positive customer support experience and build strong relationships with stakeholders throughout the organisation.
• Provide after-hours and on-call support on a rotational basis, ensuring consistent availability for urgent technical assistance.
• Educate and encourage users to utilize self-service and automation tools for efficient issue resolution.

REQUIREMENTS:

Qualifications:

• BCom Information Systems or related Degree.

Experience/Skills:

• 3+ Years of experience working in IT Support.
• Certifications or relevant experience in A+, N+ and areas such as Microsoft Office 365, Windows10/11, Azure, Intune, OneDrive, SharePoint, and Teams.
• Proficiency with Mimecast, anti-virus software, Citrix, Microsoft Office 365, MDM technologies like Microsoft Intune and cloud technologies such as OneDrive for Business.
• Proficiency in installation and troubleshooting of market applications such as Bloomberg, FactSet and ThinkFolio.
• Background in scripting, including experience with automation of tasks using PowerShell or SCCM.
• Proficiency in ServiceNow or similar ITSM toolset.

ATTRIBUTES:

• A client focused and collaborative approach.
• The ability to ‘approach and own’ and continuously seeks out opportunities for development.
• Ability to work independently and collaborate effectively within a team and possess a tech enabled mindset.
• Good analytical and problem-solving skills.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

Dutch 2nd Line Service Desk Analyst

This is a Hybrid Opportunity, based in Century City, Cape Town.

In this role, you would be responsible for handling escalated technical issues, troubleshootingcomplex problems, providing remote assistance to end-users, documenting solutions andprocedures, and collaborating with other teams or third-party vendors as needed.Your combined experience in Azure, Office 365, Active Directory, and backup technologiesindicates that you have a solid background in various aspects of IT infrastructure and services. Thisskill set is valuable for our organization to maintain and enhance IT systems, ensure data security,and provide effective technical support to users.

Main Responsibilities:

Fully understand the service has been engaged to deliver in line with ITILFramework.

Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues.

Provide a single point of contact for end users support using all contact mediums.

Quickly understanding and diagnosing issues to apply a rapid resolution or captureinformation to assist escalation and resolution at next level of support team.

Develop and maintain a high level of communication skills, excellent spoken and written

English is essential to gather information and capture actions and outcomes in ticketingsystem.

Analyse the nature of queries and customer problems and provide suitable solutions withinSLA.

Understand and operate according to escalations procedures.

Work with supervisors to develop new documentation and procedures.

Monitoring and responding to alerts on ServiceNow/Teams Channels.

Trending on internal & client alerts to reduce incidents and improve system stability.

Principal responsibilities and accountabilities:

Deliver best practice call management: investigate, diagnose, detail, resolve or escalate

incidents within an agreed target time.

Cover 2nd line level core & out of hours tickets, resolving or escalating tickets within SLA.

Taking calls and logging tickets.

Provide cover or deputise for other analysts in their absence.

Escalating high priority tickets.

Help with Queue Management Tasks as and when required.

Help with any other Service Desk related tasks as required.

Show an outward commitment to actively develop personal knowledge.

Follow process and protocol as instructed and required by the client.

Ability to resolve P1/P2 high priority incidents and keeping a calm head

Person Spec:

Key Performance Indicators:

Achieving exceptional levels in Customer Satisfaction questionnaires.

Ability to Multi-Task.

To provide a high throughput of day-to-Day Incident volumes whilst maintaining customersatisfaction.

To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.

To ensure Documentation is clear and concise.

Gather technical knowledge to consistently increase your own skill set.

Create knowledge articles

Skills and Experience:

Computer related field certification or equivalent experience.

Great communication skills, written and spoken.

Positive, enthusiastic, and supportive individual.

Proven Customer service skills.

Ability to take ownership of and progress incidents to resolution.

Ability to work under pressure.

Ability to work in a team and to support team members.

Effective keyboard skills.

Communication and interpersonal skills including listening, building rapport, establishingempathy, and demonstrating awareness of internal and external issues in a calm and polite manner.

Analytical Fault Finding

Technical skills required:

Azure: Experience with Microsoft Azure involve managing virtual machines, configuringnetworking, implementing security measures, and deploying various services within the Azure environment.

O365: Experience with Office 365 include configuring and managing email services

(Exchange Online), document sharing and collaboration (SharePoint and OneDrive), andcommunication tools (Microsoft Teams).

Active Directory: Experience with Active Directory involve user and group management,security policies, domain administration, and integration with other systems.
Backup Technologies: This include setting up and configuring backup systems, managingbackup schedules, and restoring data in case of data loss.
Azure: Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access
Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL
Server Infrastructure: HP & Dell, Microsoft Server OS through to 2019, VMWare, and AD-relatedaspects of Intune, server rebuilds, N-able.
Backup technologies: VEAAM, Azure Backup, Backup Exec, MABS, Active Directory, DHCP, DNS,Replication, AD sync, GPO, Clustering, DFS,
3rd party Line of Business application troubleshooting E.G Coins, Agress
Qualifications
AZ-900
MS-900
AZ-104 (Nice to Have)

Salary: Between R22000 to R28000 depending on experience

Working hours: Hybrid 2 days in office 3 days at home - 24/7 rotational shifts - overtime shift allowance, Internet allowance.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email

Join to apply for the Technical Support Consultant role at Stock2Shop

Join to apply for the Technical Support Consultant role at Stock2Shop

We are looking for Technical Support Consultants. If you are interested in learning about programming and software or are a technical whizz, then this is the perfect role for you.

You will be surrounded by like-minded team members on the same trajectory. While providing our clients with technical support and guidance regarding their integrations, you will be given the opportunity to learn from developers and programmers with many years of experience.

In order to fulfill the position of Technical Support Consultant, you will need to be technically capable, be able to focus on the details and be practical.

Skills Required

• Reading & Writing SQL
• Understand REST API (Postman)
• Understand SOAP (SoapUI)
• Understand CSV file format
• Understand JSON data format
• Understand XML data format
• Understand FTP communication protocol
• Freshdesk (or equivalent) Ticketing system
  
  

• Understanding customer requirements and transforming this into technical configuration
• Navigating client ERP / Accounting system databases
• Data mapping between various systems using SQL (ERP / Accounting system => Stock2Shop)
• Modeling of e-commerce products from flat data structure
• Making assumptions on how to best map product data
• Supporting client requests relating to ERP / Accounting system requests
  
  

• Knowledge of Github (version control)
• Basic understanding of Python or any other programming language
• Basic knowledge of accounting principles
  
  

• How to use version control (GIT)
• Learn to read basic code snippets
• Data modeling concepts
• eCommerce & eCommerce platforms
• Supply chain concepts
• System integration
  
  

• Employment: Full-time
• Job Functions: Support, Ticketing, System Integration
• Location: On-site (Hout Bay, Cape Town)
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Information Technology
• Industries Software Development

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Technical Support Representative page is loadedTechnical Support Representative Apply locations Johannesburg time type Full time posted on Posted 30+ Days Ago job requisition id R46662

Description

This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems. Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and team performance.

Qualifications:

• Bachelor’s degree in a technical field or equivalent experience.

• 1-2 years job related experience.

• Experience with software support (technical troubleshooting and usability support)

• Experience with internet troubleshooting and website support

• Experience with supporting accounting applications a plus.

• Experience with enterprise technical support including software, hardware, and enterprise systems a plus.

• Experience with support account/billing related assistance a plus.

• Ability to adapt and multi-task to support incoming calls, email, chat, etc.

• Ability to quickly understand key terms and phrases to apply appropriate troubleshooting techniques.

• Ability to work with difficult customers and diffuse frustrating situations.

RELX is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact or if you are based in the US you may also contact us on 1. .

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