IT Service Analyst – Service Desk & Incident Mgmt

Clicks Group; Roodepoort; On-site; ZAR 250,000 - 420,000; Full time

Job summary

Clicks Group, Roodepoort-based UPD Lea Glen, invites applications for a permanent Service Analyst (IT) – Service Centre. The role supports UPD’s IT service operations, providing first-line user support and incident management.

You will triage incidents, assign to the correct teams, monitor progress, and ensure timely resolution while keeping users informed. Ideal candidates have 2–3 years in IT service or call centre environments.

Qualifications

• Matric / Grade 12 is required.
• 2–3 years IT service/call centre experience.
• Experience with Microsoft Azure and Active Directory.
• Strong communication and analytical skills.

Responsibilities

• Providing first-line technical support and resolving common user issues where possible.
• Performing initial triage and assigning incidents to the appropriate technical support team.
• Identifying recurring incidents and escalating potential problems for further investigation.
• Monitoring open incidents, following up with support teams, and keeping users informed of progress.
• To accurately record, assign, escalatE and track all incidents and service requests
• Taking ownership of incident and service request from initiation to closure
• To engage professionally with business users and vendors to provide customer service within agreed service levels
• To ensure that all IT related incidents and service requests are resolved effectively with high level of customer
• Managing AD user accounts, groups and organisation.

Skills

Information Systems

Microsoft Azure & AD

Governance framework

Customer service & incident management

Verbal & written communication

Analytical & technical skills

Education

Matric / Grade 12

2–3 Years IT Service/Call Centre experience

Job description

Clicks Group, Roodepoort-based UPD Lea Glen, invites applications for a permanent Service Analyst (IT) – Service Centre. The role supports UPD’s IT service operations, providing first-line user support and incident management.

You will triage incidents, assign to the correct teams, monitor progress, and ensure timely resolution while keeping users informed. Ideal candidates have 2–3 years in IT service or call centre environments.