First Line Analyst 1

Computacenter AG & Co. oHG; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Computacenter AG & Co. oHG in Cape Town seeks a First Line Analyst 1 to join the Service Desk, acting as the single point of contact for application and infrastructure issues and delivering first-line fixes where possible.

The role involves working across channels, triaging incidents, following ITIL practices, and collaborating with teammates to improve processes; must have 12th grade or IT diploma, be able to work 24x7 shifts, and possess Microsoft 365 skills and English communication.

Qualifications

• UK Citizenship and/or Dual Citizenship (Non-Negotiable).
• Grade 12 or equivalent NQF level 4 IT diploma.
• Proficiency in Microsoft 365 applications and cloud-based collaboration tools.
• Strong customer service orientation with a proactive, can-do attitude.
• Availability to work in a 24x7 shift environment, including weekends and holidays.
• Excellent verbal and written communication skills in English.
• Team-oriented with strong interpersonal awareness and empathy.
• Adaptability to fast-paced, dynamic environments with a focus on results.
• Analytical and logical problem-solving skills with attention to detail.
• Ability to follow structured processes and contribute to service improvement initiatives.
• Self-motivated and capable of working independently with minimal supervision.
• Reliable internet connectivity with stable Fibre (video support required).
• Experience with Microsoft 365 administration and support.
• 1+ year experience in customer service or technical support roles.
• Basic troubleshooting skills in networking and endpoint devices.
• ITIL Foundation v4 certification or equivalent understanding.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.

Responsibilities

• Provide first-line response and resolution for technical issues across multiple channels (phone, chat, self-service).
• Engage with customers to triage, gather information, and resolve incidents using advanced analytics and AI-powered diagnostic tools.
• Maintain a positive and professional attitude focused on customer satisfaction and service excellence.
• Utilise active listening and clear communication to resolve issues promptly and effectively.
• Follow ITIL-aligned processes and best practices to ensure consistent service delivery.
• Collaborate with team members to identify opportunities for automation and process improvement.
• Document solutions and contribute to the knowledge base to support continuous learning and efficiency.

Education

Grade 12 with Mathematics and Computer Science

Diploma or degree in Computer Science, Information Technology, or related field

Tools

Microsoft 365 administration and support

Job description

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First Line Analyst 1

Location: [[Cape Town]] | Job-ID: 220065 | Contract type: [[Contract & Permanent]] | Business Unit: [[GSD]]

Pipeline Recruitment Disclaimer: This role is being published as part of our pipeline recruitment process for potential future projects. At this stage, we are unable to confirm project start dates or placement timelines. Candidates who apply will be considered for future opportunities and will only be contacted should we be ready to proceed with the next stage of the recruitment process.

Description:

The Service Desk serves as the single point of contact for all Application, Infrastructure, and select 3rd Party support issues. Analysts manage tickets end-to-end—regardless of location or support group—ensuring timely updates, prioritization based on business impact, and proactive escalation. They are also responsible for delivering first-line fixes wherever possible to resolve issues quickly and efficiently, enhancing the end-user experience.

Key Responsibilities:

• Provide first-line response and resolution for technical issues across multiple channels (phone, chat, self-service).
• Engage with customers to triage, gather information, and resolve incidents using advanced analytics and AI-powered diagnostic tools.
• Maintain a positive and professional attitude focused on customer satisfaction and service excellence.
• Utilise active listening and clear communication to resolve issues promptly and effectively.
• Follow ITIL-aligned processes and best practices to ensure consistent service delivery.
• Collaborate with team members to identify opportunities for automation and process improvement.
• Document solutions and contribute to the knowledge base to support continuous learning and efficiency.

UK Citizenship and/or Dual Citizenship (Non-Negotiable)

Grade 12 or equivalent NQF level 4 IT diploma.

Proficiency in Microsoft 365 applications and cloud-based collaboration tools.

Strong customer service orientation with a proactive, can-do attitude.

Availability to work in a 24x7 shift environment, including weekends and holidays.

Excellent verbal and written communication skills in English.

Team-oriented with strong interpersonal awareness and empathy.

Adaptability to fast-paced, dynamic environments with a focus on results.

Analytical and logical problem-solving skills with attention to detail.

Ability to follow structured processes and contribute to service improvement initiatives.

Self-motivated and capable of working independently with minimal supervision.

Reliable internet connectivity with stable Fibre (video support required).

Grade 12 with Mathematics and Computer Science.

Experience with Microsoft 365 administration and support.

1+ year experience in customer service or technical support roles.

Basic troubleshooting skills in networking and endpoint devices.

ITIL Foundation v4 certification or equivalent understanding.

Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.

Diploma or degree in Computer Science, Information Technology, or related field.

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

We are still looking forward to getting to know you!

About us

Computacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?
We’re growing. We’re hiring. We encourage. We empower. We support.
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