Job Description

Our client is a large international law firm with offices in Sandton, Cape Town and Durban, supporting high-profile local and international clients. The firm is seeking an experienced Senior Service Desk Analyst to join its IT Service Desk team based in Sandton.
Role Summary
Reporting to the IT Service Desk Manager, this is a highly visible, customer-focused role requiring strong communication, coordination, analytical and problem-solving skills. The Senior Service Desk Analyst plays a critical role in the day-to-day operational coordination of the Service Desk, supporting users across all levels of the firm while contributing to service excellence, team development and continuous improvement.
The Team
The IT Service Desk forms part of Business Services, Information Technology, delivering centralised first- and second-line support across the firm's South African offices (Johannesburg, Cape Town and Durban). The team's focus is on delivering a world-class IT service within a professional services environment.
Key Performance Areas
Service Desk Responsibilities
Provide first- and second-line IT support, ensuring incidents and service requests are resolved within agreed SLAs
Log, update and manage all requests within the ticketing system for audit and reporting purposes
Manage and take ownership of IT support issues from inception to resolution
Escalate unresolved issues to third-line support where required
Facilitate repairs of faulty IT equipment and manage loan equipment processes
Set up IT and AV equipment for boardrooms, video conferencing and external client meetings
Maintain compliance with IT policies, procedures and asset management standards
Ensure adequate stock levels of IT equipment are maintained
Senior Service Desk Responsibilities
Support the IT Service Desk Manager in delivering a high-performing, customer-centric service desk
Provide ongoing training, coaching and mentoring to service desk analysts
Ensure consistent, professional communication with users across all channels
Monitor team KPIs while maintaining morale and service quality
Contribute to continuous service improvement initiatives, working closely with the Service Desk Manager and Data Centre Networks team
Develop and maintain service catalogues, knowledge bases and customer communications aligned to ITIL frameworks
Conduct trend analysis and reporting, identifying recurring issues and implementing preventative actions
Assist with planning and resourcing for small-scale projects (e.g. Candidate Attorney rotations, Vacation Student programmes, international academies)
Manage escalated incidents and provide VIP and Partner support, including Exco/Manco meeting preparation and visiting partner onboarding
Qualifications
Relevant IT qualification (A+, N+, MCSE or equivalent combination)
Microsoft Office Specialist (MOS) Master 2010
Microsoft AZ-900
ITIL qualification with demonstrable service delivery experience
Experience
Minimum 5 years' experience in a managed services or professional services IT environment
Experience providing 1st and 2nd line support to 500+ users
Proven ability to manage demanding stakeholders at all levels
Strong analytical, planning and process implementation experience
Technical Skills
Windows 10 & 11
Microsoft 365 & Entra
Active Directory & Exchange
Microsoft Intune, Apple & Android device support
SCCM (reporting, collections, log analysis)
Mimecast email management
iManage / Worksite DMS or similar
Aderant Expert, CMS, Interaction
Video conferencing & MS Teams-enabled boardrooms
Printing solutions (desktop & MFD)
Intermediate networking knowledge
Competencies
Excellent verbal and written communication skills with senior stakeholder presence
Highly organised, detail-oriented and deadline-driven
Calm under pressure and resilient in high-demand environments
Innovative, proactive and solutions-focused
Strong team player with mentoring capability
Knowledge of legal industry technology (advantageous)
Remuneration
A competitive market related salary
Interested
Apply now to join a globally respected firm where IT excellence underpins legal excellence.
Brought to you by AGC Legal Recruitment

Skills Required