Service Desk Analyst (L2)

SUMMARY:
Our client is looking for an experienced and technically capable Service Desk Analyst (L2) to join their IT support team

POSITION INFO:

Service Desk Analyst (L2)

Join a fast-paced IT support environment supporting international users across modern cloud and network infrastructure.

Johannesburg (Stoneridge Office) | Hybrid flexibility after probation | R32,000 – R40,000 per month | UK Working Hours (08:30 – 18:00 GMT/BST)

About Our Client

Our client is an established IT services business providing technical support and managed IT solutions to a wide range of users and environments. They operate within a collaborative and service-driven environment where technical excellence, customer experience, and continuous improvement are highly valued.

This opportunity offers exposure to modern Microsoft cloud technologies, networking infrastructure, and escalated technical support within a growing support function. The environment is well-suited to someone who enjoys troubleshooting, problem-solving, and working across varied technical challenges.

The Role: Service Desk Analyst (L2)

Our client is looking for an experienced and technically capable Service Desk Analyst (L2) to join their IT support team. This role is responsible for delivering second-line technical support, resolving escalated issues from L1 support, maintaining systems and documentation, and contributing to overall service improvement.

The successful candidate will work across Windows and MacOS environments while supporting Microsoft cloud technologies, networking infrastructure, and end-user systems. This role requires strong troubleshooting ability, excellent communication skills, and a proactive customer-focused mindset.

Key Responsibilities

• Minimum 2 years’ experience providing second-line IT support within a similar technical support environment
• Provide technical support across Windows 10/11 and MacOS environments
• Act as the escalation point for unresolved L1 technical support issues
• Troubleshoot and resolve networking issues relating to WiFi, LAN, VPN, firewalls, switches, and wireless access points
• Support software deployments, updates, and patch management processes
• Configure and manage network printers and other peripherals
• Administer data backup and restore processes
• Maintain accurate technical documentation and contribute to the internal knowledge base
• Collaborate with wider IT teams to identify recurring issues and improve service delivery
• Participate in IT projects and support initiatives as required
• Provide occasional after-hours support when necessary

About You

• Minimum 2 years’ experience in a similar IT support or Service Desk role
• Strong hands-on experience supporting Windows 10/11 and MacOS
• Proven experience with Microsoft Office365 Business Apps, Microsoft Azure, and Office365 Admin Centres
• Strong troubleshooting and analytical problem-solving skills
• Good understanding of networking infrastructure, including firewalls, switches, VPNs, LAN, WiFi, and WAPs
• Experience supporting software deployments, patches, and peripheral devices
• Excellent verbal and written communication skills
• Strong organisational skills with the ability to prioritise effectively in a fast-paced environment
• Familiarity with Google Workspace
• MSP experience advantageous but not essential
• Customer-focused with a proactive and solutions-driven mindset