Service Desk Engineer (Intermediate)

Zohorecruit; Cape Town; Hybrid; ZAR 201,000 - 335,000; Full time

Job summary

Zohorecruit is seeking a capable IT Helpdesk Analyst for a Cape Town-based role with office and shift work flexibility. You will provide 1st line end-user support, manage incidents, and support global IT initiatives in a fast-paced, ITIL-driven environment.

You will work with Microsoft 365 and Azure, handle desk-side support, and ensure service delivery across offices and remote users, with weekend standby rotations.

Qualifications

• ITIL Foundations v3 or later required.
• 3-4 years in a professional Service Desk environment.
• Proficiency with Microsoft 365 and Azure administration.
• Experience with ITIL-aligned Incident and Request management.

Responsibilities

• Provide primary 1st line support for end users, desktops, and infrastructure.
• Work within a shift environment to ensure consistent support coverage.
• Deliver remote helpdesk and desktop support to global offices.
• Participate in ITSM roles aligned with ITIL standards to ensure high-quality service delivery.
• Assist with procurement, configuration, and monitoring of end user devices.
• Proactively monitor endpoint performance and address user issues promptly.
• Support global AV and conferencing systems across locations.
• Support additional IT initiatives and projects as needed.

Skills

ITIL Foundations

Service Desk

Incident management

Shift-based work

Tools

Microsoft 365

Azure

Job description

Location: Cape Town | Work Type: Office Based / Shift Work | Job ID: J106929

About our client:

Our client is a global investment advisory firm focusing on long-term value creation through investment strategies. They work with a diverse group of institutional partners and pride themselves on their collaborative, sustainable, inclusive culture and performance. You are welcome to go into the office daily or to take advantage of their hybrid in-office / remote benefit. This company places significant investment in employee wellness, their benefits which are on top of generous basic salaries, are industry leading in their generosity. Our client is large, offering fantastic career development opportunities but also very dynamic, they track as many metrics as possible in order to continuously improve - they spare no expense on the tools to do so. Automation, AI and R&D are pillars of their business framework which ensures you should never be at risk of falling behind or getting stuck working with old legacy software. Culturally they are very cosmopolitan and diverse, you will be working with the best globally.

What you will be doing:

• Provide primary 1st line support for end users, desktops, and infrastructure, with occasional 2nd line support for in-house applications.
  
• Work effectively within a shift environment to ensure consistent support coverage.
  
• Deliver remote helpdesk and desktop support to global offices.
  
• Participate in ITSM roles aligned with ITIL standards to ensure high-quality service delivery.
  
• Assist with the procurement, configuration, and monitoring of end user devices.
  
• Proactively monitor endpoint performance and address user issues promptly.
  
• Support global AV and conferencing systems across various locations.
  
• Support additional IT initiatives and projects as they arise in line with business needs.
  

What our client is looking for:

• ITIL Foundations v3 or later
  
• 3 - 4 years of experience working within a professional Service Desk environment.
  
• Strong technical proficiency with Microsoft 365 and Azure administration.
  
• Proven experience working within ITIL-aligned processes (Incident and Request management).
  
• Comfortable and experienced working in a shift-based environment to support global operations.
  

Work Hours:

• Office based position (09h00 - 18h00 work from home when on shift)
  
• Will require shift work and rotational weekend standbys:
  
• Week day shifts: Mon - Fri, usually 1 week of shift work p/m (16h00 - 01h00 / 18h00 - 03h00 / 00h00 - 08h00)