It Service Desk Analyst Johannesburg - Johannesburg
AGC Recruitment
The Service Desk Analysts are responsible for the day-to-day operational coordination of the team, providing high-level support to customers. This highly visible role requires excellent communication, coordination, analytical, and problem-solving skills. Work as part of a wider team, focusing on achieving team KPIs by answering calls and resolving tickets. Log and update all queries within the ticket logging system for tracking and audit purposes. Facilitate repairs of faulty equipment. Set up IT equipment for boardroom meetings, video conferences, and external client meetings. Maintain compliance with IT policies and procedures. Ensure incidents are resolved within SLA guidelines. Manage and resolve all IT first/second line support issues for customers. Refer unresolved issues to third-line support teams. Receive and verify IT equipment per specifications and purchase orders. Manage IT stock, including logging service desk tickets before issuing stock and maintaining accurate records. Provide monthly reports on stock levels, exceptions, and asset counts. Report defective equipment to management in writing. Control and record all IT equipment movements. Capture and maintain data and voice master registers. Assist with reporting stolen devices to insurance brokers. Job Requirements: Qualifications: A relevant IT qualification (A, N, MCITP, or a combination thereof). Microsoft Office Specialist (MOS) Master 2010 Certified or Microsoft 365 Fundamentals Certification (MS-900). Microsoft Azure Fundamentals (AZ-900) is preferable. Experience: Minimum 2-3 years experience in a support environment. Highly customer service focused with excellent communication and negotiation skills. Experience working collaboratively to achieve success. Skills and Knowledge: Proficient with Microsoft Windows 10 & 11, Microsoft 0365, Microsoft Endpoint Manager admin center, Apple and Android products, and printing solutions. Familiar with Active Directory and Exchange, Mimecast email management, SCCM, iManage Work 10 DMS, Aderant Expert, CMS, Interaction, encryption software, and video conferencing tools. Intermediate networking experience. Competencies: Strong oral and written communication skills, with the ability to influence and work confidently at all levels. Ability to seek and evaluate information from various sources. Continuous improvement mindset for operations and customer service. Highly motivated, results-oriented, and excellent organizational skills. Adaptable, positive, innovative, and conscientious with a professional attitude. Ability to handle intense pressure and meet deadlines. Knowledge of the legal industry and technology is an asset. Strong team player with a modern, innovative, and solutions-driven approach. Calm under pressure and detail-oriented in a fast-paced environment.
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