1st Line Service Desk Analyst

HGS; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Day shift hours

On-site role Woodstock

Shadowing program

Annual leave 15–17 days

Funeral cover and medical insurance

Career development

Job summary

HGS is seeking a 1st Line Service Desk Analyst on-site in Woodstock, Cape Town to be the first contact for customers with technical issues. You will log, assess and resolve incidents, explain technical details clearly, and escalate when necessary across desktop, network, server and virtual environments.

You will support offshore clients across time zones and contribute to service improvement. HGS offers coaching culture, competitive salary, day shifts, and on-site work with opportunities for

Qualifications

• Experience in a service desk or IT support environment with first-line incident management.
• Strong customer service and the ability to explain technical information clearly to non-technical users.
• Proficiency with ITSM tools used to log, prioritise, update and resolve incidents.
• Experience administering Active Directory users, groups and accounts, plus Microsoft 365 (Exchange Online, SharePoint, OneDrive).
• Knowledge of network connectivity, desktop support, virtual environments and server infrastructure, with security controls.
• Ability to use PowerShell for routine administration and diagnostics; flexible for after-hours offshore support.

Responsibilities

• Log, assess and resolve incidents where possible; escalate when needed.
• Explain technical information clearly and maintain high customer service standards.
• Support offshore clients across different time zones and collaborate with internal teams.
• Identify recurring issues and contribute to continuous service improvement.
• Work across desktop, network, server and virtual environments to manage tickets.

Job description

Deliver Responsive First-Line IT Support and Excellent Customer Service

As a 1st Line Service Desk Analyst based on-site in Woodstock, Cape Town, you will be the first point of contact for customers experiencing technical issues. You will log, assess and resolve incidents wherever possible, explain technical information clearly and elevate issues accurately when specialist support is required. Working across desktop, network, server and virtual environments, you will manage competing priorities, collaborate with internal teams and external providers, and support offshore clients across different time zones. You will also identify recurring issues and contribute to continuous service improvement.

HGS enables a Coaching Culture:

HGS is dedicated to fostering a coaching culture where continuous learning and development are integral to everyday life. Our coaching culture empowers employees to achieve their full potential with support from colleagues, managers, and mentors, through feedback, mentorship and diverse learning opportunities. If you are passionate about growth for both yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration.

Why Choose Us

Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with approximately 18,000 employees across 10 countries and 30 delivery centres, supporting some of the world’s most recognised brands.

• Competitive Salary and day shift hours
• Monday to Friday day shift, 09:00 to 18:00
• On-site role in Woodstock, Cape Town
• A minimum of two weeks’ shadowing, with ad hoc team training after induction
• Annual leave entitlement: 15 days per annum, increasing to 17 days after two years
• Comprehensive funeral cover and medical insurance
• Career development in a fast-growing, people-focused organisation

What Are We Looking For

• Do you have experience in a service desk, helpdesk or IT support environment, with a good understanding of first-line incident management?
• Are you confident troubleshooting desktop, network, server, virtual environment, Microsoft 365 and access-related issues using a structured approach?
• Can you explain technical information clearly, deliver excellent customer service and manage multiple tickets within agreed service levels?
• Are you methodical, proactive and comfortable working independently and collaboratively while supporting offshore clients across different time zones?

Requirements

• Experience in a service desk, helpdesk or IT support environment, with a good understanding of first-line incident management and IT service management principles.
• Strong customer service and communication skills, with the ability to explain technical information clearly to non-technical users.
• Proficiency with IT service management tools used to log, prioritise, update and resolve incidents and requests, including accurate categorisation, escalation and ticket management.
• Experience administering Active Directory users, groups, access and accounts, together with working knowledge of Microsoft 365, including Exchange Online, email flow, SharePoint and OneDrive synchronisation.
• Knowledge of network connectivity, desktop support, virtual environments, physical server infrastructure, and web, email and endpoint security controls.
• Methodical, analytical and organised, with the ability to use PowerShell for routine administration and diagnostics, manage competing priorities, protect data and privacy, share knowledge and contribute to continuous improvement. Flexibility to provide after-hours support when required for offshore clients and global operations.