Senior Service Desk Analyst Legal Sector– Johannesburg

AGC Recruitment Pty Ltd; Sandton; On-site; ZAR 480,000 - 600,000; Full time

Job summary

A leading global law firm is seeking a skilled Senior Service Desk Analyst to provide office-based IT support. The ideal candidate will have over 5 years of experience in IT support, excellent customer service skills, and strong technical expertise. This role involves first and second-line support for users across multiple regional offices. Candidates must possess relevant IT qualifications and experience in a professional services environment.

Benefits

Collaborative culture

Professional growth opportunities

Qualifications

• Minimum 5 years of experience in an IT support role, preferably in a managed services or professional services environment.
• Proven experience in both 1st and 2nd line support, managing support for 500+ users.
• Strong mentoring or leadership experience within an IT support team.

Responsibilities

• Provide first and second-line support to users in-office and remotely.
• Log, resolve, and escalate IT incidents and requests.
• Maintain and manage IT equipment setup for meetings and events.
• Lead small-scale IT projects such as onboarding programs.

Skills

IT qualification

Microsoft AZ900

ITIL

Document Management Systems

SCCM

Mimecast email management

Intune

Education

Relevant IT qualification (A+, N+, MCSE, or equivalent)

Microsoft Office Specialist (MOS) Master 2010 Certified

ITIL Foundation certification

Tools

Microsoft Windows 10 / 11

Microsoft 365

Microsoft Entra

Active Directory

Exchange Management

SCCM

Job description

Introduction

Our client, a leading global law firm, is looking for a skilled and service-oriented Senior Service Desk Analyst to join their IT team. This position is office-based and will require the successful candidate to support colleagues in offices across Johannesburg, Durban, and Cape Town , both in person and remotely.

Role Summary

Reporting to the IT Service Desk Manager, the Senior Service Desk Analyst plays a key role in delivering exceptional IT support across the firm. This highly visible role requires strong technical ability, excellent customer service, and leadership skills. The successful candidate will coordinate daily operations, provide first and second-line support, resolve escalated issues, and drive continuous service improvements in line with ITIL standards.

Key Responsibilities

General Service Desk Duties :

• Provide first and second-line support to users in-office and remotely across other regional offices.
• Log, resolve, and escalate IT incidents and requests within SLA guidelines using the ticketing system.
• Maintain and manage IT equipment setup for boardrooms, meetings, and events.
• Monitor and manage IT hardware inventory and loan equipment processes.
• Ensure full compliance with the company’s IT policies and procedures.

Senior-Level Responsibilities :

Work closely with the Service Desk Manager to monitor KPIs and maintain high service standards.

Train and mentor service desk analysts, encouraging a culture of continuous improvement.

Support VIP users, executives, and visiting partners, including Exco and Manco meeting preparations.

Conduct trend analysis and implement strategies to reduce recurring IT issues.

Lead small-scale IT projects such as onboarding programs, rotation schedules, and intern support.

Develop and maintain the service catalogue, knowledge base, and user communication platforms.

Required Qualifications :

A relevant IT qualification (A+, N+, MCSE, or equivalent).

Microsoft Office Specialist (MOS) Master 2010 Certified.

Microsoft AZ900 Certification.

ITIL Foundation certification is essential.

Experience :

Minimum 5 years of experience in an IT support role, preferably in a managed services or professional services environment or similar IT environment and possess a high level of customer service, technical skills and multi-tasking

Proven experience in both 1st and 2nd line support, managing support for 500+ users.

Strong mentoring or leadership experience within an IT support team.

Technical Skills :

Microsoft Windows 10 / 11, Microsoft 365, Microsoft Entra.

Apple and Android device support (phones / tablets), Microsoft Intune.

Active Directory, Exchange Management, SCCM, Mimecast.

Worksite DMS / iManage, Aderant Expert, CMS, Interaction.

Video conferencing setup (MS Teams), encryption tools.

Intermediate networking knowledge.

Key Competencies :

Excellent communication skills with the ability to interact at all levels of the business.

Strong customer service mindset with the ability to remain calm under pressure.

Detail-oriented with strong problem-solving and organisational skills.

A proactive team player with a modern, solutions-driven approach.

Experience in or exposure to the legal / professional services industry is an advantage.

Why Join?

Join a well-established, high-performing IT team in a respected professional firm.

Play a critical role in delivering first-class service and technology solutions.

Be part of a collaborative culture that values innovation, ownership, and professional growth.

This is an office-based role supporting users across regional offices — apply today if you're a customer-focused IT professional ready to step into a senior support role with real impact.

Brought to you by AGC Recruitment

Skillset Required : it qualification,Microsoft AZ900,ITIL,document management systems,sccm,mimecast email management,Intune,IT support