IT Service Desk Analyst

My client based in Tygerfalls, Cape Town is currently looking for an IT Service Desk Analyst to join their team on a permanent basis.
IT / FINANCE
Responsibilities

• Receive, log, categorise and manage incidents and service requests via phone, email and ITSM tools.
• Provide first-line troubleshooting and resolution for software, hardware, connectivity and access-related issues.
• Escalate unresolved or complex issues to second-line support, IT Operations or relevant vendors.
• Maintain accurate records of incidents, troubleshooting steps and resolutions.
• Ensure all tickets are managed within agreed SLA requirements.
• Provide first-line support for Microsoft 365 applications, including Outlook, Teams, SharePoint and OneDrive.
• Assist users with email configuration, Teams meetings and basic SharePoint access.
• Troubleshoot common OneDrive synchronisation issues.
• Manage Microsoft 365 licence assignments and permissions.
• Enrol and manage devices through Microsoft Intune.
• Assist with device enrolment, application deployment and policy application.
• Troubleshoot Intune compliance and endpoint-related issues.
• Support Mobile Device Management (MDM) and endpoint security requirements.
• Manage user provisioning and deprovisioning within Active Directory, Entra ID and Microsoft 365.
• Perform password resets and assist with access and permission requests in accordance with security policies.
• Provide account-related information and supporting documentation for audit purposes.
• Assist with user account reviews and regulatory/audit requirements.
• Provide first- and second-line desktop support to end users.
• Install, configure and maintain end-user devices and business applications.
• Troubleshoot hardware, software and connectivity issues.
• Support user onboarding, offboarding and workstation provisioning.
• Provide remote desktop and remote technical support where required.
• Maintain accurate IT asset records for the assigned division or region.
• Ensure assets issued to and returned by employees are properly documented.
• Conduct annual IT asset verification.
• Provide asset management records and supporting evidence for audits.
• Conduct Active Directory and Intune asset management clean-up.
• Identify recurring issues and service desk trends.
• Recommend and implement continuous improvement initiatives.
• Contribute to improving service desk processes, efficiency and user experience.
• Take ownership of service delivery within the assigned area.
• Maintain professional and courteous communication with users and stakeholders.
• Provide regular updates on ticket progress and expected resolution times.
• Educate users on IT policies, best practices and self-service solutions.
• Maintain and update knowledge base articles.
• Document troubleshooting procedures and resolutions for recurring issues.
• Ensure technical documentation remains accurate and accessible.

Qualifications & Experience

• IT-related Diploma or Degree.
• ITIL V4 Foundation or Practitioner certification.
• IT support certification such as CompTIA A+, Network+ or equivalent.
• 3–5 years' experience in an IT Support or Service Desk environment.
• 3–5 years' experience working with ITSM tools such as ServiceNow, Jira Service Management or equivalent.
• 3–5 years' experience supporting Microsoft 365 environments.
• 3–5 years' experience with Microsoft Active Directory and/or Entra ID administration.
• 2–3 years' experience working with IT Change Management processes.
• Practical experience in desktop and end-user support.
• Experience with remote support and troubleshooting.
• Experience supporting VPNs, internet connectivity and basic network-related issues.
• Experience in IT Asset Management would be advantageous.
• Supervisory or team leadership experience within an IT Support environment would be advantageous.

Preferred Certifications / Additional Experience:

• Microsoft 365 Fundamentals (MS-900).
• Microsoft Intune fundamentals or relevant endpoint management experience.
• Microsoft Intune and Mobile Device Management experience.
• Experience within a financial services or regulated environment would be advantageous.

Competencies

• Strong troubleshooting and problem-solving abilities.
• Excellent analytical and diagnostic skills.
• Strong customer service and user-support orientation.
• Excellent verbal and written communication skills.
• Strong stakeholder engagement and interpersonal skills.
• Good self-management and organisational skills.
• Ability to prioritise and manage multiple incidents and requests in a fast-paced environment.
• Strong attention to detail and accurate documentation skills.
• Results-driven and achievement-oriented.
• Proactive approach to identifying and resolving technical issues.
• Ability to work effectively both independently and as part of a team.
• Positive, professional and motivated attitude.
• Strong sense of accountability and ownership.
• Ability to work effectively with vendors and third-party service providers.
• Commitment to service quality and meeting SLA requirements.
• Adaptability and willingness to learn new technologies and processes.

If you are ready for the next exciting step in your career, and would like to apply, please send us your updated CV to review