Lead Service Desk Analyst - Hybrid IT Support & Mentorship

Pro Talent; Cape Town; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Supportive environment

Professional development

Job summary

Pro Talent is seeking a seasoned IT Support Lead for a hybrid position in the Western Cape. You will manage first-line support operations, mentor a team of up to eight analysts and drive process improvements across service delivery.

You will provide remote assistance across channels, log and triage incidents, and escalate complex tickets to Tier 2/3 engineering teams while maintaining strong customer service standards.

Qualifications

• Five to eight years in fast-paced first-line IT support or helpdesk.
• Proficient in Active Directory, hardware and software troubleshooting.
• Strong customer service focus and incident management.

Responsibilities

• Lead a sub-team of up to eight analysts and mentor call handling.
• Provide remote assistance via phone, email, live chat and portal.
• Log, triage and manage incidents in the ITSM system and meet SLAs.
• Escalate complex tickets to Tier 2/3 engineering teams as needed.
• Create at least one technical guide or SOP weekly for escalated issues.

Skills

Active Directory

Hardware & software troubleshooting

Networking

Virtualization

ITSM

Customer service excellence

Tools

ITSM system

Remote support tools

Job description

Pro Talent is seeking a seasoned IT Support Lead for a hybrid position in the Western Cape. You will manage first-line support operations, mentor a team of up to eight analysts and drive process improvements across service delivery.

You will provide remote assistance across channels, log and triage incidents, and escalate complex tickets to Tier 2/3 engineering teams while maintaining strong customer service standards.