Service Desk Analyst

HKA; Sandton; On-site; ZAR 200,000 - 350,000; Full time

Job summary

HKA in Sandton is seeking a Service Desk Analyst to provide first-line technical support across the organization. This role is essential for ensuring seamless IT operations, delivering high-quality customer service, and troubleshooting Microsoft Windows and Office 365 issues. Ideal candidates will have previous helpdesk experience, strong problem-solving skills, and excellent communication abilities. Join HKA to thrive in a collaborative culture that promotes career development.

Qualifications

• Previous experience in a Service Desk or Helpdesk role.
• Strong working knowledge of Microsoft Windows and desktop environments.
• Experience with Microsoft 365 / Office 365 applications.

Responsibilities

• Act as the first point of contact for IT support requests.
• Deliver a high standard of customer service.
• Take ownership of support tickets.

Skills

Service Desk experience

Microsoft Windows knowledge

Office 365 support

Active Directory

IT Service Management experience

Networking concepts

PC hardware troubleshooting

Problem-solving skills

Communication skills

Workload prioritization

Job description

HKA is a leading global consultancy in risk mitigation, dispute resolution, expert witness and litigation support. We anticipate, investigate and resolve complex challenges by harnessing world-leading multi‑disciplinary expertise and experience.

As trusted independent consultants, experts and advisors, we deliver solutions amid uncertainty, dispute and overrun, and provide the insights that make the best possible outcomes a reality for public and private sector clients worldwide. Our experts have testified across the globe on many of the largest quantum, delay, engineering and commercial damages matters.

As Part Of The HKA Team You Can Expect

• A strong collaborative culture focused on growing the practice and our team together.
• The opportunity to be a part of a rapidly growing team and be part of driving the future success and development of our global business.
• The ability to work with a diverse team and workload to accelerate career development and connections.

The Opportunity

As part of HKA’s global IT Service Desk, the Service Desk Analyst will provide high‑quality first‑line technical support to colleagues across the organisation. This role is critical in ensuring seamless day‑to‑day IT operations by delivering timely resolutions, maintaining strong customer service standards, and supporting a wide range of end‑user technologies.

The successful candidate will act as the first point of contact for IT‑related queries and play a key role in maintaining system availability, user productivity, and service excellence.

Key Responsibilities

• Act as the first point of contact for all IT support requests via phone, email, and the service management platform.
• Deliver a high standard of customer service, ensuring all interactions are handled professionally and efficiently.
• Take full ownership of support tickets from initial logging through to resolution or escalation.
• Accurately log, update, and document all incidents and service requests within the ITSM system.
• Troubleshoot and resolve issues related to Microsoft Windows, Office 365, and standard business applications.
• Support user account management, including identity validation, password resets, and access provisioning.
• Escalate complex issues to appropriate support teams while maintaining clear communication with stakeholders.
• Collaborate with internal IT teams on ongoing improvements, projects, and initiatives.
• Assist with onboarding and offboarding processes in partnership with HR and Recruitment teams.
• Perform laptop builds, deployments, and hardware refresh activities as required.
• Maintain and contribute to service desk documentation and knowledge base articles.
• Coordinate with third‑party vendors where necessary to resolve technical issues.
• Support email security processes, including quarantine management where applicable.

Skills & Experience

• Previous experience in a Service Desk, Helpdesk, or First‑Line Support role.
• Strong working knowledge of Microsoft Windows operating systems and desktop environments.
• Experience supporting Microsoft 365 / Office 365 applications.
• Familiarity with Active Directory and access management.
• Experience working with IT Service Management.
• Basic understanding of networking concepts (e.g. DNS, DHCP, VPN)
• Knowledge of PC hardware setup, configuration, and troubleshooting.
• Strong problem‑solving skills and attention to detail.
• Excellent communication and interpersonal skills, both written and verbal.
• Ability to prioritise workload and manage multiple tasks effectively.

Desirable

• Exposure to ERP systems or enterprise business applications.
• Understanding of ITIL principles or working within an ITIL‑based environment.
• Experience supporting global or distributed teams.

What We Offer

We recognize that our people are critical to our ongoing success. Our priority is to provide an inclusive and collaborative culture aimed at giving the best opportunities for our people to thrive and develop in their chosen career path.

All HKA employment decisions are made on merit and shall be made without regard to age, disability, gender or gender reassignment, marriage, and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation or any other basis in compliance with local legislation.