Senior Service Desk Analyst

HCLTech; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT services company in Johannesburg is seeking an L2 Senior Service Desk professional. The role involves diagnosing and resolving hardware, software, and network issues via various communication channels. Candidates should possess strong communication skills, a background in IT, and a willingness to work in a 24x7 rotational environment. Certification in CCNA/MCP/MSCA will be advantageous. Ideal for those keen to ensure high-quality service and support in a dynamic IT setting.

Qualifications

• Excellent communication and conversation skills in verbal and written forms.
• High level of acceptance and adaptability, ready to work in shifts.
• Basic knowledge of networking and related technologies.

Responsibilities

• Provide hardware/software/network problem diagnosis and resolution.
• Identify, evaluate, and prioritize customer problems and escalations.
• Respond to and diagnose problems through discussions with users.

Skills

Good Communication

Service Desk

Network

Troubleshooting

Education

3–4 years of university education (BCA, B.Sc., or Diploma in IT/CS/ECE)

Tools

MS Office

Incident Management System

Job description

HCL is Hiring: L2 Senior Service Desk – Johannesburg, South Africa

Required Skill: Good Communication, Service Desk, Network, Troubleshooting.

If you are interested, please share your updated resume via WhatsApp at [phone] or email it to [e-mail].

Responsibilities:

• Provide hardware/software/network problem diagnosis and resolution via telephone/email/chat/web, including monitoring and management of various IT infrastructure components for customer end users.
• Identify, evaluate, and prioritize customer problems and escalations.
• Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
• Provide Level 1 support and perform other activities adhering to SOPs/work instructions.
• Responsible for evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications), client software & basic network connectivity problems within SLA.
• Use the Incident Management System to document information and manage problems and work requests.
• Analyze, acknowledge, and record alerts in monitoring tools and handle them as per impact.
• Administer and provide user account provisioning activities.
• Assign work orders/incidents to appropriate support teams and follow up until closure.
• Route problems to internal 2nd and 3rd level IT support staff.
• Escalate complex problems to appropriate support specialists.
• Perform routine maintenance updates with other IT staff and business units.
• Coordinate and manage relationships with vendors and support staff for problem resolution.
• Participate in ongoing training and departmental development.
• Ready to work in rotational shifts (24x7) to provide monitoring of IT infrastructure support.

Soft Skills:

• Excellent communication and conversation skills (verbal and written).
• Good documentation skills.
• Proficiency in MS Office.
• Strong customer handling skills.
• Ability to handle unforeseen situations.
• High level of acceptance and adaptability.
• Ability to drive HCL’s value and methodology.

Other Skills / Experience:

• Ability to provide hardware/software/network problem analysis and resolution support over the phone.
• Personal dedication to high-quality service.
• Ability to work as a cross-functional team player in a fast-paced environment.
• Quick learner with willingness to learn new information.
• Flexible to work additional hours when required.
• Understanding of IT environment and readiness to learn new processes and technologies.
• Customer focus, teamwork, technical expertise, interpersonal effectiveness, and concern for order and quality.

Certification Requirements:

• Basic knowledge of networking and related technologies.
• Fundamental ITIL knowledge (V2 or V3) preferred.
• Basic understanding of Client-Server Architecture and OS.
• CCNA/MCP/MSCA certifications preferred.

Education Requirements:

• 3–4 years of university education post high school (BCA, B.Sc., or Diploma in IT/CS/ECE).
• Minimum 55% throughout academics.
• No current backlogs.
• Current year pass-out.

Terms & Conditions:

• Willing to sign a service agreement (as applicable).
• Willing to relocate if required.
• Willing to work in a 24x7 environment.