Service Desk / Helpdesk Support Analyst

Ilaunch; Cape Town; Hybrid; ZAR 180,000 - 300,000; Full time

Job summary

Ilaunch in Cape Town is seeking a Service Desk / Helpdesk Support Analyst for a hybrid contract opportunity. You will provide first-line and second-line ICT support to users across the organisation, log and resolve incidents, and coordinate with vendors and third-party providers.

The role requires Matric, an IT qualification with ITIL Foundation (or equivalent), and 2–3 years in a structured ITSM environment.

Qualifications

• Matric/Grade 12 is required.
• IT qualification with ITIL Foundation or equivalent ITSM certification.
• 2–3 years in Helpdesk/Service Desk or ICT support.
• Experience with third-party vendors and support providers.
• Skills in Windows Server, Active Directory, Office 365, networking, and SharePoint.

Responsibilities

• Provide first-line and second-line support for ICT incidents, service requests and user queries.
• Escalate unresolved incidents to the appropriate technical teams or third-party service providers.
• Provide ongoing communication and support to users throughout the resolution process.
• Assist with service request fulfilment and problem identification.
• Contribute to maintaining issue, risk, and action registers.
• Support service quality monitoring and continuous improvement initiatives.
• Log, categorise, prioritise, and track incidents and requests through to resolution.
• Troubleshoot hardware, software, network, and connectivity issues.
• Participate in weekly and monthly reporting activities.

Skills

Incident management

First/Second line support

Vendor coordination

User communication

Education

Matric / Grade 12

ITIL Foundation or equivalent ITSM certification

Tools

Microsoft Windows Server

Active Directory

Microsoft Office 365

Networking technologies

SharePoint exposure

Cloud & mobile technologies

Job description

Cape Town based | Contract opportunity | Hybrid

Established Organisation is looking for a Service Desk / Helpdesk Support Analyst to provide first-line and second-line ICT support to users across the organisation.

Key Responsibilities:

• Provide first-line and second-line support for ICT incidents, service requests and user queries.
• Escalate unresolved incidents to the appropriate technical teams or third-party service providers.
• Provide ongoing communication and support to users throughout the resolution process.
• Assist with service request fulfilment and problem identification.
• Contribute to maintaining issue, risk, and action registers.
• Support service quality monitoring and continuous improvement initiatives.
• Log, categorise, prioritise, and track incidents and requests through to resolution.
• Troubleshoot hardware, software, network, and connectivity issues.
• Participate in weekly and monthly reporting activities.

Minimum Requirements:

• Matric / Grade 12
• Relevant Information Technology qualification coupled with ITIL Foundation or equivalent IT Service Management certification
• Min 2-3 years within a Helpdesk, Service Desk, Desktop Support, or ICT Support environment supporting users within a structured IT service management environment.
• Experience working with third-party vendors and support providers.
• Must be skilled in : Microsoft Windows Server; Active Directory administration and support; Microsoft Office 365 administration and user support; Networking technologies and troubleshooting; Messaging and communication platforms; Desktop and server hardware support; Operating systems and telecommunications environments; Cloud and mobile technologies
• Exposure to Microsoft SharePoint.

Service Desk / Helpdesk Support Analyst • Southern Suburbs, Western Cape, ZA