ServiceNow Desktop Support Analyst

Atain; Wes-Kaap; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Atain is seeking a capable IT support professional in South Africa to act as a frontline contact for service users, diagnose issues, and log incidents. The role requires ServiceNow, Excel and PowerPoint knowledge, plus basic ITIL and strong communication.

You will categorize queries, provide solutions, monitor issues from start to resolution, advise on actions, and escalate when needed while delivering customer service across multiple channels.

Qualifications

• Candidate should have ServiceNow, Excel and PowerPoint knowledge.
• Basic ITIL knowledge and good communication skills.

Responsibilities

• Acting as a point of contact to support service users and identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Support Problem Identification
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online security advise and support
• Receives and handles requests for service, following agreed procedures
• Promptly allocates calls as appropriate
• Logs Incidents and Service Requests and maintains relevant records
• Identifies and classifies incident types and service interruptions
• Records Incidents cataloguing them by symptom and resolution
• Acts under guidance to record and track reliability data for your services
• Delivering Customer Services through multiple channels including human, digital, self-service and automated

Skills

ServiceNow

Excel

PowerPoint

Communication skills

Education

Basic ITIL knowledge

Job description

Atain is seeking a capable IT support professional in South Africa to act as a frontline contact for service users, diagnose issues, and log incidents. The role requires ServiceNow, Excel and PowerPoint knowledge, plus basic ITIL and strong communication.

You will categorize queries, provide solutions, monitor issues from start to resolution, advise on actions, and escalate when needed while delivering customer service across multiple channels.