Onsite IT Service Desk Analyst - Entry Level (Cape Town)

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

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.