Service Desk Analyst

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 180,000 - 360,000; Full time

Benefits offered by this job

Competitive salary package

Performance-based incentives

Health and wellness benefits

Job summary

Placements24 is seeking an experienced Service Desk Analyst to join a remote IT support team servicing operations across locations including Nelspruit, Mpumalanga. The role focuses on providing efficient technical support to internal users and ensuring smooth IT systems and applications.

The ideal candidate will troubleshoot issues, handle Windows and Office, network basics, ITSM tools, and remote work in a fast-paced environment.

Qualifications

• Minimum of 3 years of experience in an IT service desk or helpdesk environment.
• Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business applications.
• Familiarity with network troubleshooting (TCP/IP, VPN, Wi-Fi).
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Experience with IT Service Management (ITSM) tools and best practices (ITIL).
• Ability to work independently and manage time effectively in a remote setup.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Must be legally authorized to work remotely within South Africa.

Responsibilities

• Act as the primary point of contact for IT support requests from end-users via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Provide support for desktop applications, operating systems, and mobile devices.
• Install, configure, and deploy new hardware and software as required.
• Manage user accounts, permissions, and access controls.
• Document all support activities, resolutions, and create knowledge base articles.
• Escalate complex technical issues to specialized IT teams or vendors.
• Monitor IT systems and respond to alerts and incidents.
• Provide guidance and training to end-users on IT best practices and system usage.

Skills

Troubleshooting

Windows OS

Office Suite

Network basics

ITIL/ITSM

Remote work

CompTIA A+

VPN

Education

IT certifications

Tools

ITSM tools

Ticketing system

VPN software

Job description

About the Role

Our client, a prominent player in the energy sector, is seeking an experienced Service Desk Analyst to join their remote IT support team, servicing operations across various locations, including Nelspruit, Mpumalanga . This crucial role involves providing efficient and effective technical support to internal users, ensuring the seamless operation of IT systems and applications. The ideal candidate will possess strong troubleshooting skills, a thorough understanding of IT infrastructure, and excellent communication abilities. This is a fantastic opportunity to contribute to a vital industry while working remotely, offering flexibility and autonomy. We are looking for a proactive individual who can quickly diagnose issues, implement solutions, and maintain high levels of user satisfaction. Your role will be pivotal in supporting the daily operations of our client by ensuring their technology works flawlessly.

Key Responsibilities

• Act as the primary point of contact for IT support requests from end-users via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Provide support for desktop applications, operating systems, and mobile devices.
• Install, configure, and deploy new hardware and software as required.
• Manage user accounts, permissions, and access controls.
• Document all support activities, resolutions, and create knowledge base articles.
• Escalate complex technical issues to specialized IT teams or vendors.
• Monitor IT systems and respond to alerts and incidents.
• Provide guidance and training to end-users on IT best practices and system usage.

Requirements

• Minimum of 3 years of experience working in an IT service desk or helpdesk environment.
• Proven ability to troubleshoot and resolve a wide range of technical issues.
• Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business applications.
• Familiarity with network troubleshooting (TCP/IP, VPN, Wi-Fi).
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Experience with IT Service Management (ITSM) tools and best practices (e.g., ITIL).
• Ability to work independently and manage time effectively in a remote setup.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Must be legally authorized to work remotely within South Africa.

Benefits

Our client offers a competitive salary package, performance-based incentives, and comprehensive health and wellness benefits. Employees benefit from access to cutting-edge technology and continuous learning opportunities to enhance their technical skills. The fully remote nature of this role provides excellent work-life balance and eliminates commuting stress. Our client fosters a collaborative and supportive team culture, valuing employee contributions and promoting career growth. Join a respected organization in the energy sector and make a significant impact on internal IT operations. This is an ideal role for a skilled analyst seeking a remote opportunity with a reputable company, supporting users remotely who may be based near Nelspruit or other operational hubs.