Job Description

Closing Date 2026/01/28
Reference Number EDU260121-1
Job Title IT Service Desk Analyst
Job Type Permanent
Campus National
Department Information Technology
Number of Positions 1
Location - Town / City National
Location - Province National
Location - Country South Africa
Minimum Education Level Bachelors Degree | Advanced Diploma
Job Category IT
Job Advert Summary
Eduvos is looking to employ the services of a IT Service Desk Analyst on a permanent basis, to be based at any of our Eduvos campuses.
Position Type : Permanent
Location : National
Role purpose :
Provide first-line support, triage, KCS article usage/creation.
Minimum Requirements

• Bachelor's Degree or Advanced Diploma in Information Technology or related fields
• 1-2 years' experience in first-line support, triage, and customer service
• Proven ability to communicate effectively with stakeholders and provide status updates
• Experience participating in daily standups and team allocations
• Willingness to contribute to a shared knowledge base and follow team processes

Suggested Certification :

• ITIL 4 Foundation/MP
• KCS v6
• HDI
• communication & customer service courses.

Duties and Responsibilities
Key Responsibilities :

• Run incident, request and problem processes with defined SLAs and escalation paths.
• Adopt KCS: create/reuse knowledge for =70% of tickets; reduce repeat issues.
• Lead daily standups, allocations and communications to stakeholders.
• Drive customer satisfaction through proactive communication and feedback loops.
• Coordinate major incident and disaster response with Infra/Sec/Apps teams.

Key Skills :

• ITIL (Incident/Request/Problem/Change), KCS, stakeholder management, communication, reporting.

Primary Tools :

• Microsoft 365
• Dynamics 365 CE/F&O
• Azure
• Power Platform
• Fabric/Power BI
• GitHub/Azure DevOps
• Monday.com
• Teams/SharePoint
• Purview

Functional and Behavioural Competencies

• Initiative and responsibility
• Constructive teamwork
• Relations and networking
• Influence
• Effective communication
• Professional and technical expertise
• Analysis and judgment / problem solving
• Systematic approach (planning & organising)
• Steadiness (emotional tenacity)

Skills Required