Service Desk Analyst

Job Description

• Core Group represents some of the world’s most valued technology brands across Sub-Saharan Africa. As the region’s leading Apple distributor, with a relationship dating back to 1995 in South Africa, we also distribute brands such as DJI and Nintendo.
• Our business spans supply chain, marketing, channel management, enterprise sales and retail support across several African markets. We empower people and organisations through leading personal technology products and services.

​​​​​​​About the role

• Are you a natural problem solver who enjoys technology and helping people?
• We are looking for a Service Desk Analyst to provide first-line technical support across the Core Group ecosystem. You will help users resolve hardware, software and ERP queries, manage support tickets and deliver a friendly, reliable support experience.
• Alongside day-to-day troubleshooting, you will turn recurring queries into practical guides and knowledge articles that help users and support the development of future AI support tools.

Key responsibilities:

• Monitor, prioritise, manage and route support tickets in Freshservice.
• Troubleshoot and resolve first-line hardware, software and ERP queries.
• Support Apple devices and systems across multiple territories.
• Escalate complex issues with clear diagnostic information and details of troubleshooting already completed.
• Identify recurring issues and develop standard operating procedures, help guides and FAQs.
• Maintain accurate IT asset records and assist with quarterly asset audits.
• Keep users informed throughout the support process and provide professional, customer-focused service.

Minimum requirements:

• Matric.
• One to two years’ experience in a Service Desk or Helpdesk environment.
• Experience using Freshservice or a similar IT service management tool.
• Good troubleshooting knowledge of macOS, iOS and Windows.
• Basic knowledge of ERP systems and retail operations.
• A strong interest in Apple products and technology.
• Strong analytical skills and clear written and verbal communication.
• The ability to manage competing priorities in a fast-paced environment and support users across multiple time zones.

Advantageous qualifications:

• A National Diploma in IT or a related field.
• ITIL Foundation certification, completed or in progress.
• Apple Certified Support Professional certification.

What success looks like:

• You will respond promptly and resolve tickets within agreed service levels, maintain accurate support and asset records, and contribute useful knowledge articles regularly. Your work will help improve customer satisfaction, reduce reopened tickets and ensure quarterly scorecard updates and asset audits are completed.