Service Analyst (IT)– Service Centre

Clicks Group Limited; Roodepoort; On-site; ZAR 250,000 - 420,000; Full time

Job summary

Clicks Group, Roodepoort-based UPD Lea Glen, invites applications for a permanent Service Analyst (IT) – Service Centre. The role supports UPD’s IT service operations, providing first-line user support and incident management.

You will triage incidents, assign to the correct teams, monitor progress, and ensure timely resolution while keeping users informed. Ideal candidates have 2–3 years in IT service or call centre environments.

Qualifications

• Matric / Grade 12 is required.
• 2–3 years IT service/call centre experience.
• Experience with Microsoft Azure and Active Directory.
• Strong communication and analytical skills.

Responsibilities

• Providing first-line technical support and resolving common user issues where possible.
• Performing initial triage and assigning incidents to the appropriate technical support team.
• Identifying recurring incidents and escalating potential problems for further investigation.
• Monitoring open incidents, following up with support teams, and keeping users informed of progress.
• To accurately record, assign, escalatE and track all incidents and service requests
• Taking ownership of incident and service request from initiation to closure
• To engage professionally with business users and vendors to provide customer service within agreed service levels
• To ensure that all IT related incidents and service requests are resolved effectively with high level of customer
• Managing AD user accounts, groups and organisation.

Skills

Information Systems

Microsoft Azure & AD

Governance framework

Customer service & incident management

Verbal & written communication

Analytical & technical skills

Education

Matric / Grade 12

2–3 Years IT Service/Call Centre experience

Job description

Service Analyst (IT)– Service Centre - UPD Lea Glen (Roodepoort)

Listing reference: click_027807

Listing status: Online

Apply by: 5 November 2026

Position summary

Industry: Pharmaceutical Sector

Job category: System Administration / Management

Location: Roodepoort

Contract: Permanent

EE position: Yes

About our company

Clicks Group

Introduction

We are looking to recruit a permanent Service Analyst (IT) – Service Centre to work for United Pharmaceutical Distributors (UPD). The role will be based at the Roodepoort (Lea Glen) branch and will report to the Service Manager (IT) Infrastructure.

Job Purpose:

The position will support UPD’s IT service operations, including first-line support and incident management activities.

Key Performance Areas:

• Providing first-line technical support and resolving common user issues where possible.


• Performing initial triage and assigning incidents to the appropriate technical support team.


• Identifying recurring incidents and escalating potential problems for further investigation.


• Monitoring open incidents, following up with support teams, and keeping users informed of progress.


• To accurately record, assign, escalatE and track all incidents and service requests


• Taking ownership of incident and service request from initiation to closure


• To engage professionally with business users and vendors to provide customer service within agreed service levels


• To ensure that all IT related incidents and service requests are resolved effectively with high level of customer


• Managing AD user accounts, groups and organisation.


• Basic administration within the team.

Knowledge and Skills:

• Knowledge of Information Systems


• Experience in Microsoft Azure and Active Directory.


• Knowledge of governance framework


• Knowledge of customer service and incident management processes


• Strong verbal and written communication skills


• Analytical and technical computer skills

• Deciding and Initiating Action


• Writing and Reporting


• Planning and organising


• Analysing


• Applying Expertise and Technology


• Delivering Results & Meeting Customer Expectations

Required Minimum Education and Qualifications:

• Matric / Grade 12


• 2/3 Years’ experience within an IT Service/Call Centre

N.B: We endeavor to provide feedback to all candidates whenever possible, however, if you don't hear from us within 14 days from the closing date, please consider your application unsuccessful.