Senior Service Desk Analyst

Pro Talent; Cape Town; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Supportive environment

Professional development

Job summary

Pro Talent is seeking a seasoned IT Support Lead for a hybrid position in the Western Cape. You will manage first-line support operations, mentor a team of up to eight analysts and drive process improvements across service delivery.

You will provide remote assistance across channels, log and triage incidents, and escalate complex tickets to Tier 2/3 engineering teams while maintaining strong customer service standards.

Qualifications

• Five to eight years in fast-paced first-line IT support or helpdesk.
• Proficient in Active Directory, hardware and software troubleshooting.
• Strong customer service focus and incident management.

Responsibilities

• Lead a sub-team of up to eight analysts and mentor call handling.
• Provide remote assistance via phone, email, live chat and portal.
• Log, triage and manage incidents in the ITSM system and meet SLAs.
• Escalate complex tickets to Tier 2/3 engineering teams as needed.
• Create at least one technical guide or SOP weekly for escalated issues.

Skills

Active Directory

Hardware & software troubleshooting

Networking

Virtualization

ITSM

Customer service excellence

Tools

ITSM system

Remote support tools

Job description

Embark on a role that offers significant scope for leadership and technical growth within a dynamic IT environment.

Our client, a reputable organization in the technology sector with a focus on delivering exceptional support services, is seeking a motivated professional ready to take on substantial responsibility.

This position involves managing a team of support analysts, ensuring high standards of service delivery, and contributing to continuous improvement initiatives.

Key responsibilities include providing remote assistance via multiple channels such as phone, email, live chat, and portal, while logging, triaging, and managing incidents within the ITSM system. You will resolve common desktop, user account, connectivity, and software issues, consistently meeting contractual SLA targets.

When faced with complex or unresolvable tickets, you will **escalate** appropriately to Tier 2 and Tier 3 engineering teams.

Leadership duties involve mentoring a sub-team of up to eight analysts to enhance their technical skills and call handling capabilities, as well as overseeing daily first-line support operations in the absence of the Support Manager. Additionally, you will create at least one technical guide or standard operating procedure weekly based on escalated incidents and propose procedural or service enhancements.

Candidates should bring between five to eight years of hands-on experience in a fast-paced first-line IT support or helpdesk environment. Essential skills include proficiency with Active Directory, hardware, software, networking, troubleshooting, virtualization, and a solid understanding of support methodologies and customer service excellence.

While experience in the IT industry is fundamental, a proactive attitude towards process improvement and team mentorship will set successful applicants apart. This is a full-time, hybrid position based in the Western Cape, offering an excellent platform for career advancement within a collaborative and professional setting.

• Benefits include a supportive working environment and opportunities for continuous professional development.