Service Desk Engineer: 1st Line IT Support

OryxAlign; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Medical aid allowance

Retirement annuity allowance

15 days leave + volunteer day

Technology loans

Long service leave

Rewards and recognition awards

Job summary

OryxAlign is seeking a Service Desk Analyst to provide 1st line telephone and technical support, handling incidents and requests within a structured service desk. You will manage tickets end-to-end, escalate where needed, and keep clients informed throughout the lifecycle.

The role requires strong communication, solid technical judgement, and collaboration with internal teams. Ideal candidates have 3 years in IT service desk or MSP environments, experience with Microsoft 365, Windows, and basic

Qualifications

• Able to prioritise and schedule own workload within a fast-paced service desk environment.
• Proactive and positive approach to problem solving and client interaction.
• Strong attention to detail, flexibility and initiative when troubleshooting technical issues.
• Experience supporting Microsoft Server, Active Directory, Microsoft Desktop and user end compute devices.
• Experience administering and supporting Office 365, Entra, Microsoft Exchange, SharePoint and OneDrive, including user and licence administration.

Responsibilities

• Provide day-to-day technical support in an effective and timely manner as part of the OryxAlign Service Desk.
• Manage assigned tickets through to completion, ensuring regular client feedback is provided throughout the ticket lifecycle.
• Work closely with 2nd line Engineers and Escalations Engineers to ensure client tickets are escalated in a timely manner and in accordance with client SLAs.
• Ensure client knowledge base documents remain up to date, are reviewed regularly, and that additional knowledge base documents are created when required.
• Provide support and assistance to other OryxAlign Engineers.
• Manage vendor tickets where required, ensuring regular updates are provided to clients.
• Prioritise and manage workload effectively to meet contractual SLAs.
• Work as part of a shift rota covering client contracted hours Monday to Friday.
• Complete relevant health and safety training and follow appropriate health and safety guidance in relation to the role.

Skills

Prioritisation

Problem solving

Attention to detail

Communication

Windows Desktop

Office 365 administration

Azure basics

Tools

Ticketing system

RMM/PSA platforms

VMware/Hyper‑V

Job description

OryxAlign is seeking a Service Desk Analyst to provide 1st line telephone and technical support, handling incidents and requests within a structured service desk. You will manage tickets end-to-end, escalate where needed, and keep clients informed throughout the lifecycle.

The role requires strong communication, solid technical judgement, and collaboration with internal teams. Ideal candidates have 3 years in IT service desk or MSP environments, experience with Microsoft 365, Windows, and basic