Service Desk Analyst

Mecer Inter-Ed; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global IT service provider is seeking tech-savvy individuals for L1 and L2 Support roles. Candidates will be the first point of contact for technical incidents, requiring excellent troubleshooting skills and knowledge of Google Workspace. Experience in IT support is essential. This position demands flexibility for rotating shifts, specifically for Johannesburg-based candidates.

Responsibilities

• Be the first point of contact for all technical incidents and requests.
• Handle advanced incidents escalated from L1.
• Identify root causes and deliver fast, effective resolutions.

Skills

Excellent troubleshooting and communication skills

Experience with case tracking / ticketing tools

Strong understanding of SLAs and service delivery

Exposure to Google Workspace

Proven IT support / service desk experience

Strong knowledge of case management and escalation processes

Hands-on experience with Google Workspace administration

Understanding of root cause analysis

Familiarity with education or e-learning platforms

Job description

Are you a tech-savvy problem-solver who thrives on keeping systems running and users happy — day or night?

We're recruiting on behalf of a Global IT Service Provider that supports users across multiple countries — operating 24 / 7 on rotating shifts. Whether you're starting your journey in L1 Support or ready to advance to L2, this is your opportunity to work in a high-performance service environment where excellence is rewarded.

L1 – First Line Support: The Frontline Heroes

Be the first point of contact for all technical incidents and requests — the voice users trust when things go wrong. What you’ll need:

• Excellent troubleshooting and communication skills
• Experience with case tracking / ticketing tools
• Strong understanding of SLAs and service delivery
• Exposure to Google Workspace (Gmail, Docs, Drive, Classroom, etc.)
• Bonus: Experience supporting students or education technology platforms

L2 – Second Line Support: The Problem-Solving Pros

Handle advanced incidents escalated from L1, using your expertise to identify root causes and deliver fast, effective resolutions. What you’ll need:

• Proven IT support / service desk experience
• Strong knowledge of case management and escalation processes
• Hands‑on experience with Google Workspace administration
• Understanding of SLAs, root cause analysis, and service delivery frameworks
• Bonus: Familiarity with education or e-learning platforms

Ready to Level Up? If you're driven, adaptable, and ready to work in a truly global support environment — we want to meet you. Apply via our MS Teams Form: Please select your level of experience (L1 or L2) when completing the form.

Johannesburg‑based candidates only (due to shift requirements). Rotating 24 / 7 shifts — flexibility is essential.