Job Description

Our client is a large international law firm with offices in Sandton, Cape Town and Durban, providing premium legal services to clients globally. The Cape Town office is seeking a Junior Service Desk Analyst to join its Business Services IT team.
Role Summary
Reporting to the IT Customer Service Manager, this is a highly visible, customer-facing role requiring excellent communication, coordination, analytical and problem-solving skills. The successful candidate will support the firm's day-to-day IT operations and deliver a consistently high level of service to internal stakeholders across all levels of the business.
Key Responsibilities
Service Desk & Customer Support
Act as the first point of contact for all ICT-related requests via telephone, email, in-person and electronic channels
Promote the Service Desk as a single point of contact, taking ownership of incidents and service requests
Log, track, categorise, prioritise and resolve incidents using the firm's incident management system
Resolve incidents at first-line support wherever possible, meeting agreed response and resolution SLAs
Monitor, escalate and manage unresolved incidents to second- and third-line support teams
Communicate clearly with users, setting expectations and providing regular status updates
Technical Support
Install, configure and maintain computer hardware, peripherals and software
Create, maintain and manage user accounts across business applications
Administer IP telephony user access and RSA token systems
Provide VPN and remote access support
Deliver first-line support for ICT applications, upgrades, patches and service packs
Support video conferencing, boardroom setups and external client meetings
Coordinate and facilitate repairs of faulty IT equipment
Operational & Team Support
Maintain the ICT asset register
Contribute to the development and maintenance of the IT knowledge base
Work collaboratively with internal IT teams, business stakeholders and external vendors
Participate in a rotational shift schedule (service hours: 07:00 - 17:30, Monday to Friday), with occasional after-hours support
Qualifications & Experience
Relevant IT Qualification
CompTIA A+ certification
MCITP or MCP
ITIL Foundation (advantageous)
Key Competencies
Excellent written and verbal English communication skills
Strong customer service orientation
High attention to detail and accuracy
Analytical, logical problem-solving mindset
Professional, punctual and reliable
Team player with strong interpersonal skills
Quick learner with initiative and energy
Ability to work shifts and adapt in a fast-paced professional services environment
Remuneration
Competitive market related salary
Interested?
Apply now to be part of a globally respected firm where technology underpins excellence.
Brought to you by AGC Legal Recruitment

Skills Required