Job Description

Service Desk Analyst (L2)
Support Escalations and Troubleshooting for a Dynamic Global IT Environment
IT Support | Johannesburg, South Africa | Full-Time | MonFri, 08:3018:00 BST
About Our Client
Our client is a fast-growing Managed Services Provider delivering expert IT support and infrastructure services to global businesses. Known for their proactive support model, innovative tech solutions, and customer-centric values, they offer a dynamic and collaborative environment for IT professionals. Based in Johannesburg and operating on UK hours, the team is committed to maintaining high standards of service delivery across multiple time zones.
The Role: Service Desk Analyst (L2)
As a Service Desk Analyst (L2), youll serve as a key escalation point for complex technical issues. You'll resolve second-line incidents, maintain systems, and contribute to infrastructure reliability and process improvement. The role is ideal for a proactive technician who enjoys solving problems and supporting users across Windows, MacOS, and cloud environments.
Key Responsibilities
Provide technical support to users on Windows and MacOS platforms
Act as an escalation point for unresolved L1 issues
Support the deployment and maintenance of software updates and patches
Troubleshoot network-related issues, including WiFi, LAN, and VPN
Configure and manage network printers and peripheral devices
Administer data backups and restores
Maintain and improve internal support documentation and knowledge base
Collaborate with IT team members to identify trends and reduce recurring issues
Contribute to IT projects and improvement initiatives
Provide occasional after-hours support as needed
About You
2+ years in a similar IT support role (MSP experience a plus)
Strong troubleshooting skills and ability to resolve issues efficiently
Proficient in Windows 10/11 and MacOS environments
Hands-on experience with Office365 Business Apps, MS Azure, and Office365 Admin Centres
Familiar with Google Workspace and networking infrastructure (firewalls, switches, WAPs)
Excellent communication skillsboth verbal and written
Highly organised, with the ability to prioritise in a fast-paced environment
Team-oriented with a customer-first mindset
Shifts:
Shift 1: 08:30 17:30 BST
Shift 2: 09:00 18:00 BST
Ready to elevate your IT career in a supportive, forward-thinking team? Apply now.