Desktop Support Analyst

The Legends Agency; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A Managed Services Provider in South Africa is seeking a Service Desk Analyst (L2) to provide IT support for Windows and MacOS platforms. Candidates should have 2+ years of experience in IT support, excellent troubleshooting skills, and be proficient in Office365 and networking. This role involves maintaining systems, supporting users, and collaborating with IT teams. Shift hours are based on UK timings.

Qualifications

• 2+ years in a similar IT support role.
• Strong troubleshooting skills and ability to resolve issues efficiently.
• Proficient in Windows 10/11 and MacOS environments.

Responsibilities

• Provide technical support to users on Windows and MacOS platforms.
• Act as an escalation point for unresolved L1 issues.
• Troubleshoot network-related issues including WiFi and VPN.

Skills

Troubleshooting skills

Windows environments

MacOS environments

Office365 Business Apps

MS Azure

Google Workspace

Networking infrastructure

Communication skills

Job description

Support Escalations and Troubleshooting for a Dynamic Global IT Environment

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), you'll 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 skills - both 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.