Analyst, Enterprise Service Desk (HC)

Zohorecruit; South Africa; On-site; ZAR 240,000 - 360,000; Full time

Job summary

ScalableOS is seeking an Analyst, Enterprise Service Desk to serve as the initial contact for IT support requests, triage issues, and provide world-class client experience. You'll resolve or escalate incidents, document interactions, and work remotely or onsite as needed.

The role requires 2–5 years of Microsoft environment experience, an Associate’s degree, and strong communication skills. Night shifts and long shifts are possible, with a mix of remote and onsite duties.

Qualifications

• Associate's Degree in Technology or related field is required.
• 2–5 years of experience with Microsoft environments is required.
• 0–2 years MSP experience preferred.
• Network+ and Security+ certifications preferred.
• Knowledge of VMware, Citrix, VPN and Terminal Services is preferred.
• Familiarity with backup technologies and cloud applications.
• Strong Windows OS and Microsoft Office skills.
• Excellent communication and documentation skills.
• Willingness to work night shifts and long shifts as scheduled.

Responsibilities

• Serve as the first point of contact for IT requests via phone, email, or ticketing system.
• Maintain presence in phone queues to ensure consistent support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist with installation and configuration of devices and peripherals.
• Follow escalation procedures to ensure timely resolution.
• Document all interactions and resolutions in the ticketing system.
• Coordinate with vendors to resolve software/hardware issues.
• Install and configure OS, software, patches, updates.
• Perform basic virus removal and security maintenance.
• Monitor backups and assist data restoration when needed.
• Educate users on cybersecurity best practices.
• Assist with password resets, provisioning, and access control.
• Participate in on-call rotation for after-hours support.
• Document issues and escalate when necessary.

Skills

Customer service

Communication

Technical troubleshooting

Remote support

Documentation

Teamwork

On-call readiness

Cybersecurity awareness

Windows administration

Education

Associate's Degree in Technology or related field

Tools

VMware

Citrix

VPN

Terminal Services

Backup Technologies

Job description

South Africa, South Africa | Posted on 09/16/2026

Job Description

SUMMARY

Analyst, Enterprise Service Desk is responsible for serving as an initial point of contact for triaging, then resolving or accurately escalating incoming client or system generated requests as well as providing a world class client experience daily. Level Ones assist with escalations from Technicians while following documented policies and procedures to effectively set correct ticket priority, then work to resolve issues in accordance with our standard escalations process either remotely or onsite with our clients.

JOB RESPONSIBILITIES

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

QUALIFICATIONS

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.
• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.
• Shifts may vary and range between 8 to 12 hours, Sunday-Saturday.