Remote Service Desk Analyst (Level 1 & 2)

NeuroNext IT Support; Benoni; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A remote-first IT support company is looking for a Service Desk Technician. In this role, you will provide technical support to clients, manage incident and service requests, and contribute to knowledge management. Ideal candidates will have 1-3 years of experience in a similar role, familiarity with Windows and ITSM platforms.

Qualifications

• 1-3 years in a service desk or desktop-support role.
• Familiarity with Windows 10/11, Microsoft 365, Active Directory basics.
• Professional English communication skills.

Responsibilities

• Provide first- and second-line technical support to international clients.
• Log, diagnose, resolve or escalate incidents and service requests.
• Create and maintain knowledge-base articles and SOPs.

Skills

Technical support

Communication

Incident Management

Service Request Fulfilment

Tools

ITSM platform (e.g., Zendesk)

Job description

About NeuroNext:

NeuroNext IT Solutions is a remote-first provider of end-to-end IT support and managed services. From its operations hubs in Johannesburg and Perth, the company delivers 24 × 7 service-desk coverage, infrastructure monitoring, endpoint management, and cloud administration for small-to-mid-size organizations. NeuroNext emphasizes clear SLAs, rapid ticket resolution, and proactive maintenance to minimize downtime and keep clients’ technology environments secure, up to date, and compliant.

Position Summary

Provide first- and second-line technical support to international clients. Log, diagnose, resolve, or escalate incidents and service requests related to end-user computing, SaaS platforms, and network connectivity.

Key Responsibilities

Incident Management:

• Record and prioritize tickets via phone, email, chat, and ITSM (Zendesk).
• Perform initial diagnostics for Windows 10/11, Microsoft 365, printers, VPN, and basic network issues.
• Apply standard fixes or documented work-arounds; escalate unresolved issues to Level 3/NOC teams.

Service Request Fulfilment

• Provision user accounts, reset passwords, and manage access rights.
• Deploy software and updates via Intune/RMM tools.

Monitoring & Reporting:

• Track alerts and patch compliance; act on critical events.
• Update ticket status and provide users with progress reports until closure.

Knowledge Management:

• Create and maintain knowledge-base articles and standard operating procedures.

Continuous Improvement:

• Identify recurring incidents and propose automation or process enhancements.

Minimum Qualifications

• Experience - 1–3 years in a service desk or desktop-support role
• Technical - Windows 10/11, Microsoft 365, Active Directory basics, TCP/IP, DNS, VPN
• Tools - Familiarity with an ITSM platform (e.g., Zendesk, ServiceNow)
• Communication - Professional English, verbal and written
• Infrastructure - Stable home-office setup with ≥ 20 Mbps fibre and backup power preferred
• Availability - Ability to work early-morning South African shifts and occasional weekend rotation

How to Apply

All applications are processed through our talent portal. Please:

• Visit: https://talent.neuronext.tech
• Create an account (or log in if you already have one).
• Complete your profile:
• Upload an up-to-date CV (PDF or DOC).
• Add any relevant certifications or credentials.
• Submit your profile

Only candidates who complete the steps above will be considered for short-listing.