First-Line IT Service Desk Analyst (Cape Town)

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

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