Information Technology Support Analyst

A growing, award winning professional services firm is looking for a talented IT Support Analyst to join their Cape Town office.

You will have a passion for IT and Technology with a customer focused approach, and will be providing remote and in person technical support to our staff and partners.

This business facing role is primarily focused on providing 1st and 2nd line support for all IT related requests and issues within the Service Desk team. This includes the logging of incidents and carrying out investigations of both software and hardware issues all the way through to resolution and escalating when appropriate.

Core Service Desk technical skills include Windows OS, M365, MS Teams, Active Directory, Entra ID, Intune, basic networking skills and VPN troubleshooting.

Key Responsibilities

• Provide first and second line technical support to the firm’s partners and staff within a small IT team.
• Provide cover to the business on an alternating early and late shift basis (Monday to Friday)
• Accurately record details of support calls via Teams, Telephone or email into ourService Desk application, Fresh Service, and own and pro-actively manage your tickets.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership of user problems and be proactive when dealing with issues
• Support the firm’s laptop environment with Windows 11 and Office 365
• Application support of key business applications
• Providing remote assistance to staff and partners working in, or away from the office
• Configure, deploy and support the firm’s mobile devices using MS Intune
• Support new and existing users in the use of the firm’s IT system by providing necessary training and advice including inductions, and training new staff
• Supporting the office meeting room equipment
• Build, configure and deploy laptops in line with departmental deployment / movers & changes processes
• Update and maintain the IT asset database whilst ensuring a high degree of accuracy
• Follow and maintain departmental procedures, such as the starter & leaver process
• Work with the Senior IT Analyst on complex problems
• Assist the IT team with the implementation of new projects

Essential requirements

• Minimum 2 years’ experience working within a 1st/2nd line Service Desk support role
• Strong knowledge of Active Directory Users and Computers
• Good knowledge of Windows 11
• Knowledge and experience with Office 365 \ M365
• Azure \ Azure AD (Microsoft Entra ID)
• Able to demonstrate a high degree of flexibility including out of hours working where required
• Excellent communications skills, both verbal and written
• Have excellent customer facing/customer service skills
• Strong networking and troubleshooting experience

Preferred skills and qualifications

• Strong problem-solving and analytical skills.
• ITIL foundation preferred
• Have excellent customer facing/customer service skills

Hours of work

• Monday to Friday 09:00 to 17:00 (SA agreed office days)
• Some work outside of these hours can be expected at times, and will be taken as TOIL.

This is a fantastic opportunity to work for dynamic and growing professional services firm. Ideal if you're looking to thrive in a global setting and become an integral part of a vibrant and successful team.