Service Desk Analyst (L2)

SUMMARY:
As a Service Desk Analyst (L2), you''ll serve as a key escalation point for complex technical issues.

POSITION INFO:

Service Desk Analyst (L2)

Support Escalations and Troubleshooting for a Dynamic Global IT Environment

IT Support | Johannesburg, South Africa | Full-Time | Mon–Fri, 08:30–18:00 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), you’ll 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 skills—both 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.