Remote IT Service Desk Analyst

Resolv Global; Durban; Remote; ZAR 135,000 - 180,000; Full time

Job summary

Resolv Global is seeking a Service Desk Analyst to join a fast-paced remote support team delivering end-user assistance across IT service areas.

This role suits candidates with IT support or help desk experience who enjoy troubleshooting, guiding users through steps, and maintaining ticket documentation while delivering high-quality customer service.

You will work with flexible hours to cover rotating schedules and participate in ongoing process improvements.

Qualifications

• Minimum 2 years in IT support, help desk or end-user services.
• Experience supporting Windows environments and end users.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal English communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Professional and customer-focused demeanor.

Responsibilities

• Provide first-level technical support to end users.
• Troubleshoot and resolve basic hardware, software, and access-related issues.
• Escalate unresolved issues to appropriate support teams.
• Track, document, and manage incidents accurately.
• Guide users through troubleshooting steps and issue resolution.
• Follow up with users to ensure issues are fully resolved.
• Maintain high-quality customer service standards.
• Support ticket documentation, routing, and closure processes.
• Recommend process improvements where appropriate.
• Maintain knowledge of Service Desk procedures, systems, and tools.

Skills

IT support

Help desk

End user support

Troubleshooting

Windows support

English communication

Education

High school diploma or equivalent

Tools

Office 365

Azure Active Directory

Meraki

Workspace ONE

Bomgar

ServiceNow

ITIL / IT Service Management

Job description

We are looking for customer-focused and technically skilled Service Desk Analysts to join a fast-paced support environment serving end users across multiple service areas.

This role is ideal for someone with prior IT support or Service Desk experience who enjoys troubleshooting technical issues, helping users, and working in a structured support environment.

The successful candidate must be comfortable supporting users across a wide operating schedule and working in a performance-driven remote environment.

Key Responsibilities

• Provide first-level technical support to end users
• Troubleshoot and resolve basic hardware, software, and access-related issues
• Escalate unresolved issues to the appropriate support teams
• Track, document, and manage incidents accurately
• Guide users through troubleshooting steps and issue resolution
• Follow up with users to ensure issues are fully resolved
• Maintain high-quality customer service standards
• Support ticket documentation, routing, and closure processes
• Recommend process improvements where appropriate
• Maintain knowledge of Service Desk procedures, systems, and tools

Availability Requirements

Candidates must be fully flexible and available to support the following operating hours:

• Monday-Friday: 7:00 AM - 7:30 PM CST
• Saturday: 6:00 AM - 6:30 PM CST
• Sunday: 6:00 AM - 5:30 PM CST

Please only apply if you are able to support rotating schedules within these operating hours, including weekends and holidays, where required.

Compensation

• $6.50 USD per hour
• Paid weekly in arrears
• Independent Contract

Technical Requirements (Non-Negotiable)

To be considered for this role, candidates must have the following:

• Stable wired fibre internet connection (Wi-Fi-only connections are not accepted)
• Backup power solution, such as a UPS or inverter
• Professional headset with microphone
• A dual monitor setup is preferred for productivity and workflow management

Hiring Process

Our hiring process includes multiple stages to ensure the right fit for both the role and the client environment.

The process includes:

• Resume Review
• Pre-Screen Questionnaire
• One-Way Video Interview
• Pre-Screen Interview
• Final Interview

Required Experience & Qualifications

• High school diploma or equivalent
• Minimum 2 years of experience in an IT Support, Help Desk, or End User Services environment
• Experience supporting Windows environments and end users
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal English communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Ability to remain professional and customer-focused under pressure
• Comfortable working independently and within a team environment

Preferred Experience

Experience with the following technologies and platforms is highly preferred:

• Office 365
• Azure Active Directory
• Meraki
• Workspace ONE
• Bomgar
• ServiceNow
• ITIL or IT Service Management practices
• Computer networks and internet-based software