Service Desk Analyst

Placements24; LegKraal Gate; Hybrid; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Retirement plan

Professional development support

Hybrid work environment

Job summary

Placements24 in Mahikeng is seeking a skilled Service Desk Analyst to join our IT support team. You will handle incidents and service requests, providing timely resolutions and updates to users.

The role requires strong ITIL knowledge, excellent communication, and the ability to operate in a hybrid environment with both office and remote work options.

Qualifications

• Experience as Service Desk Analyst, Helpdesk technician, or similar role.
• Strong understanding of ITIL principles and best practices.
• Proficiency in troubleshooting operating systems, applications, and network connectivity.
• Excellent communication and customer service skills.
• Ability to work effectively in a hybrid model with office presence in Mahikeng.

Responsibilities

• Provide first and second-level IT support to users via phone, email, and remote tools.
• Log, prioritize, and resolve incidents and service requests within established SLAs.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Escalate complex problems to the appropriate IT teams for resolution.
• Maintain accurate records of all support interactions and resolutions in the ITSM system.

Skills

Service desk

Customer service

IT support

ITIL knowledge

Communication

Tools

ITSM system

Remote tools

Networking tools

Job description

About the Role

Our client is looking for a skilled and customer-focused Service Desk Analyst to join their technical support team in Mahikeng . This role is crucial for providing efficient IT support and resolving technical issues for employees and clients. You will be responsible for managing helpdesk tickets, diagnosing problems, and ensuring smooth operation of IT services. This hybrid position offers a great opportunity to work both in the office and remotely, balancing collaboration with flexibility in Mahikeng .

Key Responsibilities

• Provide first and second-level IT support to users via phone, email, and remote tools.
• Log, prioritize, and resolve incidents and service requests within established SLAs.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Escalate complex problems to the appropriate IT teams for resolution.
• Maintain accurate records of all support interactions and resolutions in the ITSM system.

Requirements

• Proven experience as a Service Desk Analyst, Helpdesk technician, or similar role.
• Strong understanding of ITIL principles and best practices.
• Proficiency in troubleshooting operating systems, applications, and network connectivity.
• Excellent communication and customer service skills.
• Ability to work effectively in a hybrid model, collaborating with the team in our Mahikeng office.

Benefits

• Competitive annual salary and performance-based incentives.
• Comprehensive health insurance and retirement plan.
• Opportunities for IT certifications and professional development.
• A collaborative and supportive hybrid work environment.
• Generous leave policy.