Entry Level Service Desk Analyst

Frontline Managed Services; Cape Town; On-site; ZAR 216,000 - 264,000; Full time

Benefits offered by this job

Training provided

Onsite in Cape Town

Job summary

Frontline Managed Services in Cape Town is seeking a Service Desk team member to be the first point of contact for clients reporting technical issues, diagnose problems quickly, and perform initial research using remote access and admin tools.

The role emphasizes clear communication, thorough documentation in our ticket system, and escalation to Team Leads when needed. Shifts align to US time zones in a 24-hour operation, and work is onsite in Cape Town.

Qualifications

• Serve as first contact for technical issues and gather necessary information.
• Document requests in the ticketing system and track incidents through to resolution/escalation.
• Escalate unresolved issues to Team Leads.

Responsibilities

• Be the initial contact for reporting technical issues and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Communicate clearly and professionally with requesters in accordance with Frontline MS scripts and guidelines.
• Accurately diagnose client technical issues; gather information; perform preliminary research using available resources.
• Implement steps from resources using remote access, user admin, and related tools.
• Document requests for assistance in the ticket management system and track incidents to resolution/escalation.
• Escalate unresolved issues to Team Leads.
• Identify potential outages and communicate with Team Leads promptly.

Skills

English fluency

Typing skills

Customer service

Troubleshooting

Education

Matric certificate

Job description

Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

Position Overview

As a member of the Service Desk Team, you will be the first point of contact for clients experiencing technical issues. You will diagnose problems quickly and accurately while performing standard, preliminary research. You will use a variety of remote access, user admin, and related tools.

At Frontline Managed Services, we understand that not everyone comes to us with a wealth of IT experience. That's why we provide industry-leading training to get you up to speed.

Work Hours

- Shifts are aligned to US time zones within a 24-hour operation. Shifts may vary as per the business requirements.

Work Location -

This position must be done onsite in our office in Cape Town

Salary - From R240 000,00 per year; R20 000 per month, and based on a candidate's background, experience, and skills.

What You’ll Do

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with frontline MS script, spelling, grammatical, and related guidelines);
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);
• Escalate unresolved issues to Team Leads.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

What You Bring

• A Matric Certificate
• Fluent in English, both written and spoken
• Strong Typing Skills
• Strong customer service skills with the ability to handle challenging interactions in a professional and empathetic manner.
• Proficient in troubleshooting computer hardware, software, and network issues.
• Work in-office in Cape Town's CBD

Not Sure You Meet Every Requirement?

We know that great candidates may not match every qualification listed. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.

Join Us

At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”