Senior IT Service Desk Lead - Windows & Microsoft Expert

Acora Limited; Cape Town; On-site; ZAR 180,000 - 320,000; Full time

Job summary

Acora Limited in Cape Town is seeking a Service Desk Analyst to join the Service Operations team, delivering high-quality technical support for end-users with a focus on Windows OS and Microsoft applications.

You will diagnose, troubleshoot, and resolve IT issues, handle tickets, and collaborate with IT teams to resolve complex problems, while providing clear user guidance and training to improve proficiency.

Qualifications

• Provides first-line support with a focus on Windows OS and Microsoft technologies.
• Experience with Microsoft Exchange for email administration and support.
• Strong Active Directory knowledge, including on-premises and cloud configurations.
• Hands-on experience with Azure and Office 365 implementation and support.

Responsibilities

• Provide first-line IT support for Windows OS and Microsoft technologies.
• Diagnose and resolve hardware, software, and network issues promptly.
• Respond to service desk tickets, emails, and calls with high customer satisfaction.
• Develop and maintain user guides and FAQs for common issues.
• Train end-users on Windows and Microsoft applications to improve proficiency.
• Collaborate with IT teams to resolve complex technical problems.

Skills

Windows OS

Microsoft Office

Active Directory

Azure & Office 365

Microsoft Exchange

Imaging Windows

Customer service

Documentation

Job description

Acora Limited in Cape Town is seeking a Service Desk Analyst to join the Service Operations team, delivering high-quality technical support for end-users with a focus on Windows OS and Microsoft applications.

You will diagnose, troubleshoot, and resolve IT issues, handle tickets, and collaborate with IT teams to resolve complex problems, while providing clear user guidance and training to improve proficiency.