Remote IT Service Desk Analyst Fast-Paced Support

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

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.