Job Description

Service Desk Analyst (Contract) Sandton
Our client requires the services of a Service Desk Analyst as the first point of contact for users requiring technical support. The role involves diagnosing and resolving IT issues, escalating complex problems, and ensuring timely support that meets organisational SLAs. The Service Desk Analyst plays a crucial role in ensuring seamless IT operations, delivering exceptional customer service, and maintaining business continuity.
Position: Short-term contract to commence as soon as possible.
Certifications (Required or Preferred)

• CompTIA A+ and N+ (required).
• ITIL Foundation (required).
• Microsoft Azure Fundamentals (AZ-900) (preferred).

Experience

• Minimum of 1 year in an end-user support or Service Desk role.
• Experience using ServiceNow and remote desktop support tools (e.g., TeamViewer, Microsoft Remote Desktop).

Key Responsibilities

• Provide first-line support for user queries via phone, email, chat, and ServiceNow.
• Diagnose and resolve software, hardware, network, and account-related issues (e.g., password resets, system access).
• Log, categorise, and track incidents/service requests in the ITIL-aligned ticketing system (ServiceNow).
• Escalate unresolved or complex issues to higher-level support or specialist teams with detailed documentation.
• Ensure SLA compliance by prioritising tasks to meet response and resolution timelines.
• Communicate clearly with users, providing updates on issue progress and resolution.
• Contribute to and utilise knowledge base articles and standard operating procedures.
• Monitor ticket queues, ensure timely updates, and close tickets in line with SLA requirements.
• Support Microsoft 365 applications (Outlook, Word, Excel, Teams, SharePoint).
• Participate in training and continuous learning initiatives to stay current with new technologies.
• Manage and resolve all critical incidents within defined SLA timelines.

KPI Requirements

• SLA adherence for response and resolution times.
• First-contact resolution rate.
• Ticket logging accuracy and completeness.
• User satisfaction scores (CSAT).
• Timely escalation of unresolved incidents.

Role Requirements
Education

• High School Diploma or Equivalent (required).
• National Diploma in IT or equivalent (preferred).

Technical Skills

• Proficiency in Windows operating systems.
• Basic troubleshooting of desktops, laptops, printers, monitors, and mobile devices.
• Networking fundamentals: IP addressing, DNS, DHCP, VPN, LAN/WAN basics.
• Microsoft 365/Office Suite support, including account setup and mailbox troubleshooting.
• Experience with ticketing systems, ideally ServiceNow.
• Familiarity with remote support tools (e.g., Microsoft Teams, Quick Assist, Microsoft Remote Desktop, Zoom).
• Basic understanding of cybersecurity best practices (MFA, phishing awareness).
• Ability to follow and contribute to the knowledge base documentation.