Job Description

Senior Service Desk Analyst - JML
Acacium Group
Woodstock, Cape Town
Permanent, full time
20,000zar per month plus an amazing bonus and benefits page!
Unlock your potential:
Do you have experience handling Joiners, Movers, and Leavers (JML) on a service desk?
We're on the lookout for a Senior Service Desk Analyst to join our growing team in Cape Town!
In this role, you will follow ITIL best practices to deliver outstanding service to our customers through clear and effective verbal and written communication. You will take full ownership of user lifecycle requests-including onboarding, internal moves, and offboarding-ensuring all actions are accurately documented in ServiceNow. This attention to detail supports robust reporting and enables meaningful trend analysis of support activity.
Success in this role requires strong administrative capabilities and a keen eye for detail, particularly when managing user accounts as part of the Joiners, Movers, and Leavers (JML) process. This includes the creation, modification, disabling, and deletion of accounts across various systems.
You will also play a key role in continuous improvement, regularly reviewing and refining service desk processes to reflect operational changes or identified enhancements. This proactive approach helps ensure that audits of user accounts and IT systems achieve minimal discrepancies, supporting a high standard of security, compliance, and service quality.
Acacium Group is a leading healthcare delivery partner. We combine access to workforce, technology and sector expertise to increase the sustainability of the global healthcare system from early-stage clinical research, to acute and palliative care.
Every day you will...

• Follow incident management processes and procedures in the lifecycle of an incident
• Managing user accounts as part of the Joiners, Movers, and Leavers (JML) process.
• Assist in the identification, information gathering, and utilisation of root cause analysis techniques for problem tickets
• Fulfil request tickets, ensuring this is met at the highest standard and within SLA
• Maintain awareness of scheduled changes and how these changes will impact customers
• Document standard processes and procedures and update knowledge articles
• Follow asset management processes and procedures in the lifecycle of an asset

What's in it for you?

• Dedication to developing you and your career- we can give you the tools, guidance and support you need to be successful in your career
• Opportunities to enhance your experience and skillset by moving across the global organisation
• Regular events and incentives
• Competitive salary and bonus and benefits including medical aid

Join us and make a difference!
If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is the UK's largest healthcare staffing and solutions partner and specialise in the healthcare, social care, and life sciences industries. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.
We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.
Join us and play a key part of shaping the future of society and improving people's lives!
To thrive in this role, you must have...

• Experience providing 2nd line support via ticketing systems
• A good understanding of ITIL processes
• Exceptional customer service skills

Employment Equity:
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.