Service Desk / Helpdesk Support Analyst

SUMMARY:
Cape Town based | Contract opportunity | Hybrid

Established Organisation is looking for a Service Desk / Helpdesk Support Analyst to provide first-line and second-line ICT support to users across the organisation.

POSITION INFO:
Key Responsibilities: Provide first-line and second-line support for ICT incidents, service requests and user queries. Escalate unresolved incidents to the appropriate technical teams or third-party service providers. Provide ongoing communication and support to users throughout the resolution process. Assist with service request fulfilment and problem identification. Contribute to maintaining issue, risk, and action registers. Support service quality monitoring and continuous improvement initiatives. Log, categorise, prioritise, and track incidents and requests through to resolution. Troubleshoot hardware, software, network, and connectivity issues. Participate in weekly and monthly reporting activities. Minimum Requirements: Matric \/ Grade 12 Relevant Information Technology qualification coupled with ITIL Foundation or equivalent IT Service Management certification Min 2-3 years within a Helpdesk, Service Desk, Desktop Support, or ICT Support environment supporting users within a structured IT service management environment. Experience working with third-party vendors and support providers. Must be skilled in : Microsoft Windows Server; Active Directory administration and support; Microsoft Office 365 administration and user support; Networking technologies and troubleshooting; Messaging and communication platforms; Desktop and server hardware support; Operating systems and telecommunications environments; Cloud and mobile technologies Exposure to Microsoft SharePoint.