{"id":3863928,"url":"https://alion.io/job/nsc-global-service-desk-analyst","title":"Service Desk Analyst","company":{"id":690165,"name":"NSC Global","domain":"nscglobal.com","url":"https://alion.io/company/nscglobal","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":7,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":13,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-11-06T11:17:24Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-08T06:11:24Z","board_verified":false,"closed_at":"2026-11-08T06:11:24Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Overview\nNSC Global is a trusted IT services and solutions provider supporting some of the world’s largest enterprises in their digital transformation. We deliver innovative, scalable and secure technology solutions that keep businesses running smoothly across global environments.\nTo strengthen our onsite support teams across South Africa, we are looking for Service Desk Analysts who enjoy hands-on technical work and direct interaction with end users.\nThe Service Desk Analyst is responsible for delivering high-quality IT service desk and operational support to customers, field technicians, and internal stakeholders. The role serves as a key link between customers, service delivery teams, vendors, and field engineers, ensuring incidents and service requests are accurately logged, managed, escalated, and resolved within agreed Service Level Agreements (SLAs). The position requires strong customer service skills, technical troubleshooting capability, attention to detail, and the ability to coordinate activities across multiple teams in a fast-paced global IT environment.\nResponsibilities\nService Desk Operations\nAnswer customer calls, emails, and service requests within agreed performance targets.\nLog incidents, service requests, and enquiries accurately in the Incident Management System, following Global Service Desk processes and procedures.\nPerform initial diagnostics, troubleshooting, and issue resolution where applicable.\nProgress, monitor, and escalate incidents in accordance with SLA requirements.\nMaintain accurate and up-to-date ticket notes, ensuring all actions and status updates are documented.\nCoordinate incident resolution activities with internal teams, third-party providers, vendors, and field engineers.\nEnsure incidents are resolved and closed with customer confirmation and satisfaction.\nCommunicate effectively with internal and external customers, always maintaining a professional and customer-focused approach.\nEnsure compliance with company policies, procedures, and regulatory requirements.\nIdentify and recommend improvements to systems, processes, and service delivery practices.Operational SupportReceive and respond to emails from field technicians and operational teams.\nAct as a liaison between field engineers and service delivery operations.\nUpdate and maintain tickets based on feedback received from field technicians.\nManage and handle minor escalations through designated escalation platforms.\nSupport field service logistics by assigning tickets and optimizing technician workloads.\nAssist with operational coordination to ensure efficient service delivery and customer satisfaction.\nShare knowledge, best practices, and guidance with colleagues and junior team members.\nAct as an escalation point for Junior Service Desk Analysts when required.\nKey Accountabilities\nEnsure prompt and efficient resolution of incidents and service requests.\nMaintain SLA compliance across all assigned tickets.\nDeliver exceptional customer service and communication.\nAccurately document and manage incidents throughout their lifecycle.\nCoordinate effectively with internal departments, vendors, and third-party providers.\nSupport continuous improvement initiatives within the service desk environment.\nContribute to team knowledge sharing and operational excellence.\n\nQualifications\nTechnical Skills\nSecondary School Certificate or equivalent qualification.\nITIL Foundation Certification preferred.\nCCNA or equivalent networking certification advantageous.\nKnowledge of IT infrastructure, networking, communications, and peripheral devices.\nUnderstanding of Microsoft Windows and Microsoft Office applications (Word, Excel, PowerPoint, Outlook).\nFamiliarity with incident management and ticketing systems.\nNon-Technical Skills\nExcellent verbal and written English communication skills.\nStrong customer service and customer-focused mindset.\nQuality-oriented with strong attention to detail.\nAbility to work independently while managing multiple priorities.\nStrong analytical and problem-solving skills.\nAbility to prioritize workloads and meet deadlines in a fast-paced environment.\nStrong interpersonal and collaboration skills.\nExperience in an outsourced or global IT support environment is advantageous.\nExperience Requirements\n0-1 years' experience in a Service Desk, IT Support, Help Desk, Customer Support, or similar operational support environment.\nExposure to ticket management, customer communication, and administrative support functions.\nWhat We Offer\nOpportunity to work in a dynamic and fast-growing organization.\nMultinational and collaborative working environment.\nFlexible working arrangements.\nHybrid or work-from-home opportunities.\nStrong team culture and supportive colleagues.\nOngoing learning and development 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